Escalation Engineer - (UAE candidates only)

Escalation Engineer - (UAE candidates only)

Corelight

Disrupt future attacks with complete network visibility, next-level analytics, faster investigations, and expert threat hunting.

Do you want to help make the world safe from cyber attack?

At Corelight, we believe that the best approach to cybersecurity risk starts with the network. Attackers can evade endpoint detection, firewalls and many other technologies - but they can’t avoid leaving digital footprints on the networks they traverse. Built on open-source innovations from Zeek, Suricata and YARA and refined through years of real-world use, Corelight transforms network footprints from physical, virtual and cloud networks into actionable insights. Our customers use these insights to speed incident response and proactively hunt for threats.

We are seeking a talented, resourceful, and collaborative person to join our Customer Success Escalation team. This person will be our customers' first line of support and ensure a successful outcome for any issues they may experience. The Escalation Engineer is responsible for assistance ranging from basic configuration to deep troubleshooting of Linux internals and hardware.

The EE will advocate for customers and provide feedback and customer requirements to Engineering, Product Management, and the Sales Organization to continue to improve the reliability and usability of Corelight’s products.

Responsibilities include:

1. Be the primary point of contact for all customer escalations/support cases including existing customers and POCs (Proof of Concepts).
2. Provide regular status updates to Customers and internal stakeholders following advertised SLAs.
3. Provide best practices and accelerated support for Corelight solutions.
4. Identify issues and develop and recommend solutions to the problem, including suggesting changes on the customer networks.
5. Be an advocate for customers and coordinate across multiple teams (Engineering, Product Management, Sales, etc.) to maintain customer satisfaction and ensure the best possible experience.

Minimum Qualifications:

1. 5+ years experience in a hands-on technical role focusing on post-sales support (troubleshooting, system administration, networking, security, etc.).
2. Must have a strong understanding of network security, incident response, and threat hunting.
3. Proven experience with installation, configuration, and administration of various flavors of UNIX/Linux, Windows based systems, cloud (AWS, Azure, GCP), and virtualization (ESXi, Hyper-v, etc.).
4. Must have strong networking experience.
5. Excellent written and verbal communication skills.
6. Work odd hours and be available to meet SLAs. On-call and weekend coverage may be required.
7. BS/BA or equivalent in relevant field (CS, EE, MIS).
8. Zeek scripting and/or Python experience a plus.
9. Expert application and protocol experience (SMB, HTTP, TLS/SSL including X.509 certificate handling, DNS, etc.).
10. Experience with packet captures (PCAP) and utilities (tcpdump, Wireshark, etc.).
11. Any professional or expert-level security certifications (CISSP, CISM, GIAC, etc.) are a plus.

Schedule will be a standard UAE work week of Sunday-Thursday.

We are looking forward to meeting you. Check us out at www.corelight.com.