Senior Escalation Engineer

Escalation Engineer Do you want to help make the world safe from cyber attack? Responsibilities Drive Technical Resolution: Serve as the primary point of contact for complex customer escalations and Proof of Concepts (POCs), ensuring successful outcomes for mission‑critical issues. Deep-Dive Troubleshooting: Conduct advanced root cause analysis (RCA) involving Linux internals, hardware performance, and intricate network topologies. Manage High‑Stakes Cases: Orchestrate and drive multiple high‑priority cases simultaneously, maintaining focus and urgency under pressure. Internal Advocacy: Act as a liaison between the field and HQ, translating customer requirements into structured, actionable feedback for Engineering and Product Management. Deliver Excellence: Provide regular, transparent status updates to stakeholders and customers, adhering strictly to defined SLAs while offering best‑practice guidance for Corelight solutions. Network Optimization: Identify underlying issues and recommend architectural or configuration changes to customer networks to improve product reliability and performance. Qualifications Experience: 5+ years in a hands‑on technical role focusing on post‑sales support (troubleshooting, sysadmin, or network security). Technical Depth: Strong proficiency in UNIX/Linux administration, including performance monitoring, kernel‑level tracing, and debugging system calls. Networking Expertise: Deep understanding of TCP/IP fundamentals, routing/switching, and common protocols (VLANs, NAT, VPNs). Cloud & Virtualization: Proven experience troubleshooting cloud networking (AWS, Azure, GCP) and virtualization platforms (ESXi, Hyper‑V). Education: BS/BA or equivalent in a relevant field (CS, EE, MIS). Preferred Skills: Familiarity with Zeek scripting, Python, packet capture utilities (Wireshark/tcpdump), and expert‑level protocol knowledge (SMB, TLS/SSL). Security certifications (CISSP, GIAC) are a plus. Compensation

$116,000—$160,000 USD