Associate Escalation Engineer
Core
Provide technical support and troubleshoot customer issues for Corelight's network detection and response platform during overnight hours.
Role type
Associate Escalation Engineer (Customer Success)
Builds
24/7 support coverage for Federal customers
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Linux/UNIX systems, networking (TCP/IP, DNS, HTTP/S, routing), computer hardware, operating systems, technical troubleshooting, case management, documentation, stakeholder communication
Preferred skills
scripting, packet analysis, cloud platforms, virtualization, cybersecurity concepts
Technologies
Linux, networking, cloud technologies, Corelight products
Responsibilities
Investigate and troubleshoot customer technical issues across products, Linux, networking, hardware, and cloud; support customer cases and take increasing ownership; use logs and network traffic to identify problem sources; escalate complex issues to senior engineers; provide updates to customers and stakeholders; document troubleshooting steps and resolutions; partner with Engineering and Product teams; participate in training and automation projects
Seniority
Entry-level, hands-on IC
