Support Engineer I – UK

Overview

In this Global Support Engineer I role, you help customers maximize the value of ExtraHop’s security and network visibility tools. You’ll resolve technical issues, guide configurations, and collaborate with cross-functional teams to troubleshoot complex network-related challenges. The position combines hands-on networking support with a learning mindset to grow as a support engineering professional. You will work in a remote-first environment and play a key role in keeping customers’ networks secure and performant.

Pay / Benefits

• Health, Dental, and Vision Benefits
• Flexible PTO and holidays + volunteer time
• Educational Reimbursement
• 401k with employer match
• Hybrid and Remote Work Model
• Parental Leave (US Only)

Responsibilities

• Troubleshoot technical issues with products using internal resources and data analysis
• Provide hardware and firmware deployment support for appliances
• Participate in Knowledge Centered Services (KCS)
• Assist with initial ticket handling and escalate when needed
• Collaborate with senior engineers and cross-functional teams
• Assist with network infrastructure configuration and third-party integrations
• Support hardware replacement activities
• Update tickets and communicate progress via ticketing system
• Serve as single point of contact for customer questions via phone, ticketing, and video conferencing
• Foster continuous learning and act as a force-multiplier to colleagues
• Attend regular in-office meetings and annual training sessions

Key requirements

• Two years of experience in B2B technical support
• In-depth knowledge of the OSI model
• Understanding of network infrastructure routing and switching
• Excellent customer service, organizational, and documentation skills
• Ability to work cooperatively with others and in fast-paced environments
• Reliable attendance

• Customer-focused
• Collaborative
• Organized
• Unix/Linux-based operating systems (preferred)
• Cybersecurity concepts, terminology and tools (preferred)
• Javascript familiarity (preferred)

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