Senior Escalation Engineer (UK or EMEA)

As a Senior Escalation Engineer at Corelight, your primary responsibilities will include being the first line of support for customer escalations and ensuring a successful resolution to any issues. You will manage customer cases, provide regular status updates, and offer best practice guidance on our solutions. Additionally, you’ll advocate for customers and work closely with Engineering, Product Management, and Sales teams to enhance customer satisfaction and improve product reliability.

To qualify for the Senior Escalation Engineer position at Corelight, candidates should have a minimum of 5 years in a hands-on technical role focusing on post-sales support. A strong foundation in network security, incident response, and threat hunting is essential. You should also have robust experience with UNIX/Linux systems, cloud services, and strong networking skills. Excellent communication skills, both written and verbal, are vital for interacting with customers and internal teams.

Candidates for the Senior Escalation Engineer position at Corelight will benefit from having skills like Zeek scripting or Python, extensive application and protocol knowledge, and expertise in analyzing packet captures. Additionally, holding professional certifications such as CISSP or GIAC enhances your candidacy, demonstrating your commitment to cybersecurity excellence.

Yes, experience with cloud services is highly valued for the Senior Escalation Engineer role at Corelight. Familiarity with platforms like AWS, Azure, and GCP, as well as an understanding of virtualization technologies, will help you troubleshoot effectively and provide accurate recommendations to customers dealing with cloud-related issues.

The work environment for a Senior Escalation Engineer at Corelight is collaborative and inclusive, driven by a shared mission of enhancing cybersecurity across networks. With a geographically distributed team, employees can work remotely or from home, allowing for flexibility while still being connected to a passionate team dedicated to solving the toughest cybersecurity challenges.

When answering this question, focus on your desire to protect critical assets and contribute to the safety of digital environments. Discuss specific experiences or projects where you've made a difference, emphasizing how those motivations align with Corelight's mission.

Provide a structured response using the STAR method (Situation, Task, Action, Result). Describe the context of the technical challenge, your role in resolving it, the steps you took, and the positive outcome that ensued, showcasing your problem-solving skills.

Discuss your approach to prioritization, focusing on assessing the urgency and impact of each escalation. Mention tools or methods you use to keep track of cases and communicate effectively with customers to manage expectations throughout the resolution process.

Explain your methods for continuous learning, such as attending industry conferences, following cybersecurity blogs, or participating in online forums. Highlight your commitment to professional development, which is crucial for a Senior Escalation Engineer at Corelight.

Elaborate on your approach to incident response, highlighting key phases like identification, containment, eradication, and recovery. Discuss the importance of documentation and communication throughout the process to ensure clarity and thorough follow-up.

Discuss specific distributions you have worked with, your experience with system administration tasks, and how this knowledge enhances your capability as a Senior Escalation Engineer at Corelight. Be sure to mention any specialized tools or scripts you have used in your work.

Sharing a real-world example will effectively illustrate your advocacy skills. Describe the customer's issue, how you communicated their concerns to the engineering team, and the outcome, emphasizing the positive impact on customer satisfaction.

Discuss strategies you use for communicating complex technical information. Emphasize the importance of understanding your audience and adjusting your language to avoid jargon, ensuring customers feel informed and confident during support interactions.

Talk about the importance of collaboration across teams, specifically how various functions contribute to resolving escalations. Provide examples of successful teamwork in past roles and the collective achievements that were made possible through collaboration.

Reflect on specific challenges and how they shaped your approach to customer support. Discuss techniques or philosophies you have adopted, such as maintaining patience, clear communication, and the value of continuous improvement in your processes.