ExtraHop
Support Engineer I - Raleigh, NC
About this role
ExtraHop seeks a Support Engineer I to provide technical support for network security and visibility products in a remote-first role based in Raleigh, NC. You'll troubleshoot complex infrastructure issues, assist with hardware/firmware deployments, and collaborate with experienced engineers while building your expertise in networking and cybersecurity.
What you'll do
- Provide hardware and firmware deployment support for ExtraHop appliances
- Troubleshoot technical issues and escalate complex problems appropriately
- Assist customers with network infrastructure, virtualization, and third-party integration configuration
- Manage support tickets and serve as primary point of contact for customer communications
- Contribute to Knowledge Centered Services by documenting solutions and sharing insights
- Collaborate with cross-functional teams and experienced engineers on complex incidents
What they're looking for
- OSI model and network protocols (TCP, DNS, DHCP, TLS, HTTP, SSO)
- Network infrastructure routing and switching
- B2B technical support and troubleshooting
- Customer service and professional communication
- Ticketing system management and documentation
- Linux/Unix operating systems
- Cybersecurity concepts and tools
- Javascript (preferred)
Benefits
- Remote-first, flexible shift schedule with monthly in-office meetings
- Career growth and hands-on experience with network infrastructure
- Collaborative learning environment with experienced engineers
- Continuous learning opportunities in cybersecurity and networking
- Bonus structure included
- Comprehensive benefits package
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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
- Walk us through your experience troubleshooting network connectivity issues—what was your approach and how did you resolve it?
- How do you explain complex networking concepts like TCP/IP or TLS handshakes to non-technical customers?