ExtraHop
Support Engineer I - Dallas, TX
About this role
ExtraHop seeks a Support Engineer I in Dallas to provide technical support for network security and infrastructure products in a remote-first role. You'll troubleshoot customer issues, assist with hardware deployment and configuration, and grow your expertise in networking and cybersecurity while collaborating with experienced engineers.
What you'll do
- Provide hardware and firmware deployment support for appliances
- Troubleshoot technical issues and escalate complex problems appropriately
- Assist customers with network infrastructure, virtualization, and third-party integration configuration
- Support hardware replacement and customer technical questions via phone, ticketing, and video
- Participate in Knowledge Centered Services by documenting and sharing troubleshooting insights
- Manage ticket lifecycle and communicate status updates to maintain single point of contact
What they're looking for
- OSI Model knowledge
- Network routing and switching concepts
- B2B technical support experience
- Customer service and communication
- Documentation and organizational skills
- Unix/Linux operating systems (preferred)
- Cybersecurity concepts and terminology (preferred)
- Javascript familiarity (preferred)
Benefits
- Remote-first, flexible shift schedule
- Career growth opportunities as a support engineering professional
- Limited monthly in-office meetings and annual training
- Collaborative learning environment with experienced engineers
- Cross-functional team exposure
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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
- Can you walk us through your experience with the OSI Model and how you've applied it to troubleshoot network issues?
- Describe a complex technical support case you resolved—what was your approach and how did you escalate if needed?