Associate Escalation Engineer

About the Role

Corelight is looking for an Associate Escalation Engineer to join our Customer Success organization and provide technical support to customers during overnight hours. This US-based, shift-focused role is part of our expansion toward 24/7 support for Federal customers, helping troubleshoot technical issues, maintain case continuity, and ensure customers receive timely assistance outside standard business hours. In this role, you will work alongside experienced Escalation Engineers to investigate customer issues, build technical expertise, and develop hands-on experience across Linux, networking, hardware, cloud technologies, and cybersecurity.  This role is a strong fit for someone early in their technical career who enjoys solving problems, learning how systems work, and building depth in a highly technical customer environment.

This is a dedicated overnight shift position supporting our expansion to 24/7 customer support.

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 based on business needs.

What You'll Do

Investigate and troubleshoot customer technical issues across Corelight products, Linux systems, networking, hardware, and cloud environments.

Support customer cases and take increasing ownership of issues as technical proficiency develops.

Use logs, system information, network traffic, and other technical data to help identify the source 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 help resolve customer issues.

Participate in team training, labs, technical projects, and continuous learning.

Contribute to scripting, tooling, automation, and process improvements as skills develop.

What You'll Bring

Degree in Computer Science, Information Technology, Cybersecurity, Networking, Engineering, or a related technical field, or equivalent technical training.

Foundational understanding of computer systems and how devices communicate 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 good 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.

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

$62,000—$88,000 USD