Escalation Engineer

 

 

 

Do you want to help make the world safe from cyber attack? 

At Corelight, we believe that the best approach to cybersecurity risk starts with the network.  Attackers can evade endpoint detection, firewalls and many other technologies - but they can’t avoid leaving digital footprints on the networks they traverse.  Built on open-source innovations from Zeek, Suricata and YARA and refined through years of real-world use,  Corelight transforms network footprints from physical, virtual and cloud networks into actionable insights.   Our customers use these insights to speed incident response and proactively hunt for threats.  

At Corelight, we are at the forefront of network security, helping organizations protect their environments with an open NDR platform that delivers unparalleled network visibility. We are looking for a passionate and driven Presales Engineer to join our team, contributing to our mission of helping customers stay ahead of evolving threats.

 

We seek 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

 

Notice of Pay Transparency:
The compensation for this position may vary depending on factors such as your location, skills and experience. Depending on the nature and seniority of the role, a percentage of compensation may come in the form of a commission-based or discretionary bonus. Equity and additional benefits will also be awarded.

Compensation Range$115,000—$137,000 USD