Senior Escalation Engineer
Corelight
- San Isidro, Catamarca
- Permanente
- Tiempo completo
Do you want to help make the world safe from cyber attack?
As an Escalation Engineer, you are the critical bridge between our customers' most complex technical challenges and our innovative engineering solutions.
You aren't just resolving support cases; you are ensuring that the world's most sensitive organizations have the visibility they need to disrupt attacks.
By mastering everything from Linux internals to cloud networking, you serve as a technical champion who ensures Corelight's \"evidence\" remains the gold standard for defenders worldwide.
Specific 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.
Knowledge, Skills & Abilities
A Customer-First Mindset: A relentless drive to advocate for the customer and see problems through to a successful conclusion.
Clear Communication: The ability to articulate complex technical concepts—both verbally and in writing—to audiences ranging from SOC analysts to executive leadership.
Collaborative Resourcefulness: A proven ability to work cross-functionally and thrive in a fluid, high-growth environment.
Operational Readiness: Flexibility to participate in a rotational on-call schedule (including nights/weekends) to support global, high-priority customer needs.
Qualifications & Requirements
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, HTTP, TLS/SSL).
Security certifications (CISSP, GIAC) are a plus.
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: $116,000—$160,000 USD
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