Support Engineer I - Raleigh NC

ExtraHop is reinventing Network Detection and Response (NDR) to help enterprises and organziations stay ahead of emerging threats with unmatched network visibility, context, and control.

Today’s attackers bypass traditional security defenses through identity-based entry, move invisibly across cloud, on-premise, and data center networks using encryption and trusted applications, and exploit and exit whenever they want. But all of that movement is visible on the network... if you can see it.

By combining the power of NDR with Network Performance Management (NPM), Intrusion Detection Systems (IDS), and forensics in a single, integrated platform, ExtraHop can decrypt and unlock complete packet-level data at wire speed, analyze and correlate it across all your networks, applications, devices, and users with cloud-scale machine learning, and provide a single interface to the SOC to detect, investigate, and remediate modern cyber risks in real time.

Position Summary
We are looking for a Global Support Engineer I who can support a remote-first, flexible shift schedule. This is a growth role—you will advance your career as a support engineering professional while simultaneously increasing your knowledge and hands-on experience with networking infrastructure as a service. You will regularly tackle interesting and challenging questions and bring clarity to our customers as they leverage our tools to secure their networks in an ever-changing threat landscape.

Key Responsibilities
As a member of the Global Support Engineering team, you will work with customers to resolve technical issues with our product(s) using a variety of internal resources and provide data analysis to understand and troubleshoot systems. Your day-to-day responsibilities could include any of the following:

• 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 to gain deeper insights into complex issues.

• Assist customers with configuration of network infrastructure, virtualization, and third-party integrations.

• 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 email, phone, ticketing system, and video conferencing.

• Pair your existing knowledge with a 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

Required Qualifications

• Two years of experience in B2B Technical Support —this is not an entry-level position.

• In-depth knowledge of the OSI Model.

• Understanding of network infrastructure routing and switching concepts.

• Excellent customer service, organizational, and documentation skills.

• Work cooperatively with others within the organization and other cross-functional stakeholders.

• Work well in fast-paced, high-stress environments.

• Has predictable, reliable attendance.

Preferred Qualifications

• 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).

The salary range is $55,000 - $65,000 + bonus + benefits

ABOUT EXTRAHOP:

ExtraHop empowers enterprises to stay ahead of evolving threats with the most comprehensive approach to network detection and response (NDR). Since 2007, the company has helped organizations across the globe extract real-time insights from their hybrid networks with the most in-depth network telemetry.

ExtraHop NDR uniquely integrates network threat detection, network performance management (NPM), intrusion detection (IDS), and packet forensics into a single console with 100GB+ sensors, real-time decryption, and cloud-scale machine learning - delivering complete network visibility, unmatched context for data-driven security decisions, and improved SOC productivity.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We are the only NDR vendor recognized as a leader by all major analyst firms including the 2024 Gartner® Magic Quadrant for Network Detection and Response™, the 2023 Forrester® Wave for Network Analysis and Visibility, the 2024 IDC® Marketscape for NDR, and the 2024 Gigamon® Radar Report for Network Detection and Response.

OTHER BENEFITS:

Employees' wellbeing is top of mind for the ExtraHop team. Employees and their families will have the option to participate in the following benefits:

• Health, Dental, and Vision Benefits

• Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time

• Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan

• 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

Our people are our most important competitive advantage, leading the charge against cyber criminals. Join the fight today!

To learn more, visit www.extrahop.com or follow us on LinkedIn.

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