Associate Escalation Engineer

About the Role

Corelight is seeking an Associate Escalation Engineer to join our Customer Success organization. This US-based, shift-focused role provides technical support to customers during overnight hours, contributing to our 24/7 support for Federal customers. The position involves troubleshooting technical issues, maintaining case continuity, and ensuring timely customer assistance outside standard business hours. You will collaborate with experienced Escalation Engineers to investigate customer issues, build technical expertise, and gain hands-on experience with Linux, networking, hardware, cloud technologies, and cybersecurity. This role is ideal for individuals early in their technical careers who enjoy problem-solving and system analysis.

• Hours: Overnight coverage between 8:00 PM and 8:00 AM Eastern.
• Schedule: Potential shifts include Sunday through Thursday or Monday through Friday.
• Flexibility: Weekend and holiday coverage may be required.

Key Responsibilities

• Investigate and troubleshoot customer technical issues across Corelight products, Linux systems, networking, hardware, and cloud environments.
• Support customer cases and progressively take ownership of issues as technical proficiency grows.
• Utilize logs, system information, network traffic, and other technical data to identify the root cause of technical problems.
• Learn when and how to escalate complex issues to more experienced Escalation Engineers or Engineering.
• Provide clear and timely updates to customers and internal stakeholders on assigned cases.
• Build practical knowledge of Corelight products, Linux, networking, cloud technologies, and cybersecurity concepts.
• Document troubleshooting steps, findings, and resolutions to contribute to shared team knowledge.
• Partner with Escalation Engineering, Engineering, Product Management, Sales Engineering, and other teams to resolve customer issues.
• Participate in team training, labs, technical projects, and continuous learning.
• Contribute to scripting, tooling, automation, and process improvements as skills develop.

Requirements & Tech Stack

• Degree in Computer Science, Information Technology, Cybersecurity, Networking, Engineering, or a related technical field, or equivalent technical training.
• Foundational understanding of computer systems and device communication across networks.
• Basic knowledge of networking concepts such as TCP/IP, DNS, HTTP/S, IP addressing, and routing.
• Familiarity with Linux or UNIX systems through coursework, technical training, labs, certifications, military experience, or personal projects.
• Basic understanding of computer hardware and operating systems.
• Interest in technical troubleshooting and the ability to work methodically through unfamiliar problems.
• Strong written and verbal communication skills.
• Ability to learn from feedback, ask insightful questions, and build technical proficiency quickly.
• Strong technical curiosity and interest in networking, systems, and cybersecurity.
• Exposure to scripting, packet analysis, cloud platforms, virtualization, or cybersecurity concepts is a plus.

Compensation

• Compensation Range: $62,000 USD - $88,000 USD
• Compensation may vary based on location, skills, and experience.
• A percentage of compensation may be in the form of a commission-based or discretionary bonus.
• Equity and additional benefits will be awarded.