Sr. Escalations Engineer
Core
Senior Escalation Engineer owning Tier 3 support cases for complex product, system, and network issues across customer environments.
Role type
Senior IC Escalation Engineer (Tier 3 Support)
Builds
Resolved customer escalations and improved product reliability through feedback
Domain
Cybersecurity / Network Detection and Response
Deliverable
client delivery
Required skills
Linux/UNIX administration, TCP/IP networking, packet capture analysis (tcpdump/Wireshark), cloud environments (AWS/Azure/GCP), incident response concepts, Python scripting, stakeholder communication
Preferred skills
CISSP/CISM/GIAC certifications, advanced cybersecurity experience, Zeek scripting
Technologies
Corelight products, Linux, tcpdump, Wireshark, AWS, Azure, GCP, Python, Zeek
Responsibilities
Own Tier 3 customer issues from investigation to resolution, troubleshoot across products/systems/networking/cloud, analyze logs and packet captures to isolate root causes, recommend configuration or network changes, mentor Tier 3 and Sales Engineering teams, advocate for customers by identifying recurring issues
Seniority
Senior, hands-on IC