ExtraHop
Support Engineer I
About this role
ExtraHop seeks a Support Engineer I to provide technical support for network detection and response appliances in a remote-first role with flexible shifts. You'll troubleshoot customer issues, assist with hardware/firmware deployment, and collaborate with experienced engineers while building expertise in network infrastructure and cybersecurity.
What you'll do
- Provide hardware and firmware deployment support for ExtraHop appliances
- Troubleshoot technical issues and escalate when necessary using internal resources
- Assist customers with network infrastructure, virtualization, and third-party integration configuration
- Manage support tickets and communicate professionally with customers via phone, ticketing systems, and video conferencing
- Collaborate with senior engineers and cross-functional teams to resolve complex issues
- Contribute to Knowledge Centered Services by documenting and sharing troubleshooting insights
What they're looking for
- OSI Model knowledge
- Network routing and switching concepts
- B2B technical support experience
- Customer service and communication
- Troubleshooting and problem-solving
- Unix/Linux operating systems (preferred)
- Cybersecurity concepts and terminology (preferred)
- JavaScript familiarity (preferred)
Benefits
- Remote-first, flexible shift schedule
- Growth and career advancement opportunities
- Hands-on experience with network infrastructure
- Collaborative learning environment with senior engineers
- Limited in-office requirements (monthly meetings, annual training)
Opens the application — the Jobs AI extension fills it for you. Set up autofill
Opens the official application on the employer’s site. No login required.
ExtraHop
ExtraHop builds an AI/ML-powered network detection and response platform designed to identify and stop cyber threats in real time. The company is hiring software engineers to develop scalable backend systems, integrate machine learning models into production, and collaborate with security and data science teams.
- Website
- extrahop.com
Likely interview questions
- Walk us through how you've successfully troubleshot a complex networking issue in your previous B2B support role.
- How do you explain technical networking concepts to customers with varying levels of technical expertise?