Support Engineer I | UK
Job description
A Global Support Engineer I role at ExtraHop providing B2B technical support to customers, troubleshooting networking, hardware, and product issues as part of the Global Support Engineering team. It is a growth role for an experienced support engineer to deepen networking and security expertise.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
- Pay
- USD 22 – 24 / hour
What you'll do
- Provide hardware and firmware deployment support for our appliances
- Actively participate in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions
- Engage in troubleshooting activities, following guidance and existing documentation
- Assist with the initial stages of ticket handling and escalate when necessary
- Work collaboratively with more experienced engineers and cross functional teams to gain deeper insights into complex issues
- Assist customers with configuration of network infrastructure, virtualization, and third-party integrations
- Assist customers with hardware support and replacement
- Utilize a ticketing system to update, communicate, and move work items to completion
- Act as the single point of contact for customer questions and concerns
- Communicate with customers in a highly professional manner via various channels including phone, ticketing system, and video conferencing
- Pair your existing knowledge with a continuous learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues
- Attend regular "in-office" meetings (limited to no more than monthly) and annual in-office training sessions
What we're looking for
- Two years of experience in B2B Technical Support
- In-depth knowledge of the OSI model
- Understanding of network infrastructure routing and switching concepts
- In-depth knowledge of data traversal within an internal environment and its interaction with external networks
- Specific networking knowledge related to protocols, DHCP, TCP, DNS resolution, TLS and TLS connection establishment, HTTP, SSO, network topologies, etc.
- Ability to translate technical concepts into applicable troubleshooting best practices
- Ability to troubleshoot complex architectural incidents based on the application or incident
- Excellent customer service, organizational, and documentation skills
- Ability to work cooperatively with others within the organization and other cross-functional stakeholders
- Ability to work well in fast-paced, high-stress environments
- Predictable, reliable attendance
Nice to have
- Experience with Unix/Linux-based operating systems
- An understanding of cybersecurity concepts, terminology and tools
- Javascript familiarity and comfort
- Certifications in networking or infrastructure (like CompTIA Network+)
- Certifications in Cyber Security (like CompTia Security+)
Your team
Global Support Engineering
A global team of support engineers resolving customer technical issues with the product using internal resources and data analysis.
Benefits
Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
- Annual performance-based discretionary bonus
- Stock option grants
- Private medical insurance
- Pension scheme auto-enrollment with employer contributions
- 25 days annual leave plus public holidays
- Health, Dental, and Vision Benefits
- FSA and Dependent Care Accounts + EAP, where applicable
- Educational Reimbursement
- 401k with Employer Match or Pension where applicable
- Pet Insurance (US Only)
- Parental Leave (US Only)
- Hybrid and Remote Work Model
Apply
Direct apply at ExtraHop
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About ExtraHop
Reinventing Network Detection and Response (NDR)
ExtraHop is reinventing Network Detection and Response (NDR) to offer enterprises visibility, context, and control against emerging threats. The platform integrates NDR with Network Performance Management (NPM), Intrusion Detection Systems (IDS), and forensics, providing a single, comprehensive solution. By decrypting and analyzing complete packet-level data at wire speed and leveraging cloud-scale machine learning, ExtraHop empowers Security Operations Centers (SOCs) to detect, investigate, and remediate modern cyber risks in real time across their entire hybrid infrastructure, including data center, cloud, and SASE environments.
Mission
To protect and empower the connected enterprise by revealing what is happening in the infrastructure that sustains businesses, lives, and communities, and ensuring the integrity of networks, data, systems, and processes.
Key facts
- 2007
- Cybersecurity / Network Detection and Response
- Only NDR vendor acknowledged as a leader by all major analyst firms
- Recognized in the 2025 Gartner Magic Quadrant for Network Detection and Response
- Recognized in the 2025 Forrester Wave for Network Analysis and Visibility
- Recognized in the 2024 IDC Marketscape for NDR
- Recognized in the 2025 Gigamon Radar Report for Network Detection and Response
- Since 2007, ExtraHop has helped organizations worldwide extract in-depth network telemetry and contextual insights
What they value
- Lead with Purpose
- Act with Integrity
- Find a Way
- Innovate
- Share Success