Senior Escalation Engineer (UK or EMEA)

We are seeking a talented, resourceful, and collaborative person to join our Customer Success Escalation team.  This person will be our customers' first line of support and ensure a successful outcome for any issues they may experience.  The Escalation Engineer is responsible for assistance ranging from basic configuration to deep troubleshooting of Linux internals and hardware.

The EE will advocate for customers and provide feedback and customer requirements to Engineering, Product Management, and the Sales Organization to continue to improve the reliability and usability of Corelight’s products. 

Responsibilities include:

• Be the primary point of contact for all customer escalations/support cases including existing customers and POCs (Proof of Concepts).

• Provide regular status updates to customers and internal stakeholders following advertised SLAs.

• Provide best practices and accelerated support for Corelight solutions.  

• Identify issues and develop and recommend solutions to the problem, including suggesting changes on the customer networks. 

• Be an advocate for customers and coordinate across multiple teams (Engineering, Product Management, Sales, etc.) to maintain customer satisfaction and ensure the best possible experience

Minimum Qualifications

• 5+ years experience in a hands-on technical role focusing on post-sales support (troubleshooting, system administration, networking, security, etc.).

• Must have a strong understanding of network security, incident response, and threat hunting.

• Proven experience with installation, configuration, and administration of various flavors of UNIX/Linux, Windows­ based systems, cloud (AWS, Azure, GCP), and virtualization (ESXi, Hyper-v, etc). 

• Must have strong networking experience.

• Excellent written and verbal communication skills

• Work odd hours and be available to meet SLAs.  On-call and weekend coverage may be required.

• BS/BA or equivalent in relevant field (CS, EE, MIS)

Additional qualifications

• Zeek scripting and/or Python experience a plus

• Expert application and protocol experience (SMB, HTTP, TLS/SSL including X.509 certificate handling, DNS, etc.).

• Experience with packet captures (PCAP) and utilities (tcpdump, Wireshark, etc.).

• Any professional or expert-level security certifications (CISSP, CISM, GIAC, etc.) are a plus.

Fueled by investments from top-tier venture capital organizations such as Crowdstrike, Accel and Insight, Corelight is the fastest growing network detection and response platform in the industry.  Our customers trust us to protect mission-critical assets in leading enterprises, government, and research institutions worldwide.   We are leading the way with AI-assisted workflows, machine learning models, cloud security and SaaS-based solutions to arm defenders with the tools and knowledge they need to disrupt cyber attacks.    Our team of passionate innovators are dedicated to solving some of the toughest challenges in cybersecurity, while fostering a collaborative, inclusive, and growth-oriented culture. Corelight is committed to a geographically distributed yet connected employee base with employees working from home and office locations around the world.   At Corelight, we are proud of our diversity of background and thought, and we’re united by our strong shared culture and values.

We are looking forward to meeting you.  Check us out at www.corelight.com