Sr. Escalations Engineer

Location: Australia

Department: Customer Success

About the Role

Corelight is looking for a Senior Escalation Engineer to join our Customer Success organization and serve as a trusted technical resource for customers experiencing complex product, system, and network issues.

As a senior member of our Tier 3 Support organization, you will own customer issues from initial investigation through resolution, troubleshooting across Corelight products, Linux systems, hardware, networking, cloud environments, and customer infrastructure. You will work directly with customers while partnering closely with Engineering, Product Management, Sales Engineering, and other teams to resolve complex issues and deliver a strong customer experience.

This is a highly technical, hands-on role for someone who combines deep troubleshooting expertise with strong customer communication, sound judgment, and the ability to work through complex problems where the root cause may not be immediately clear.

What You'll Do

• Serve as a primary technical point of contact for customer support cases and escalations, including existing customers and Proofs of Concept (POCs).
• Own complex Tier 3 customer issues from initial investigation through resolution, providing clear and timely communication throughout the process.
• Troubleshoot issues across Corelight products, Linux systems, hardware, networking, cloud environments, and customer infrastructure.
• Analyze logs, packet captures, system behavior, network traffic, and other technical evidence to isolate issues and identify root causes.
• Identify technical issues and recommend solutions, including configuration or network changes within customer environments.
• Provide customers with technical guidance, best practices, and accelerated support for Corelight solutions.
• Maintain regular communication with customers and internal stakeholders in accordance with established SLAs.
• Partner with Engineering, Product Management, Sales Engineering, and other teams to resolve complex issues and ensure continuity of the customer experience.
• Advocate for customers by identifying recurring issues, product feedback, and customer requirements that can improve the reliability and usability of Corelight products.
• Guide and mentor other members of the Tier 3 Support organization and Sales Engineering teams on technical issues, troubleshooting approaches, and solutions.

What You'll Bring

• 7+ years of hands-on technical experience in post-sales support, escalation engineering, systems administration, networking, or a similarly technical customer-facing environment.
• Significant experience troubleshooting complex Tier 3 technical issues and driving problems through root-cause identification and resolution.
• Strong hands-on experience installing, configuring, administering, and troubleshooting Linux/UNIX-based systems.
• Strong networking knowledge, including TCP/IP and common application protocols such as DNS, HTTP/S, SMB, and TLS/SSL.
• Experience troubleshooting hardware, systems, and network infrastructure in complex technical environments.
• Experience analyzing network traffic and packet captures using tools such as tcpdump, Wireshark, or similar technologies.
• Experience with cloud environments such as AWS, Azure, or GCP and familiarity with virtualization technologies.
• Foundational knowledge of cybersecurity, network security, incident response, or threat detection concepts. Deeper cybersecurity experience is a plus.
• Scripting or automation experience using Python, Zeek scripting, or similar technologies is a plus.
• Strong written and verbal communication skills, with the ability to explain complex technical issues clearly to customers and internal stakeholders.
• Demonstrated ability to manage customer escalations, set expectations, and maintain ownership through resolution.
• Ability to participate in on-call or weekend coverage as needed to support customer SLAs.
• Bachelor’s degree in Computer Science, Electrical Engineering, MIS, a related technical field, or equivalent practical experience.
• Professional security certifications such as CISSP, CISM, GIAC, or similar credentials are a plus.