Overview

Ever wondered what truly happens beneath the surface of the internet, keeping businesses safe and running? At ExtraHop, we reveal those hidden truths, securing the intricate networks that power our world. We are seeking a passionate and bright individual to join us as a Support Engineer I. This is a chance to dive deep into cutting edge cybersecurity and network infrastructure, helping organizations around the globe investigate threats, resolve complex issues, and maintain seamless operations. If you're eager to build a rewarding career in a dynamic, remote-first environment, growing your skills while making a tangible impact, then let's connect.

ExtraHop is on a critical mission: to protect and empower the connected enterprise. Our innovative platform gives organizations unparalleled visibility into cyber threats, vulnerabilities, and network performance issues that often escape traditional tools. We help them investigate smarter, stop threats faster, and keep their operations resilient. This is a fully remote, worldwide opportunity, part of a global team committed to securing the digital landscape. As a Support Engineer I, you will play a vital role in this mission, providing essential technical assistance and contributing to our customers' success from anywhere you choose to work.

Key Responsibilities

Provide expert technical support to ExtraHop customers globally, resolving complex issues related to network security, performance, and product functionality.
Investigate and diagnose customer reported problems, collaborating with engineering and product teams to find effective solutions.
Document solutions, workarounds, and knowledge base articles to empower customers and colleagues with self-service resources.
Guide customers through troubleshooting steps, configuration adjustments, and best practices for optimal ExtraHop platform utilization.
Contribute to a culture of continuous learning and improvement, sharing knowledge and insights within the global support team.
Manage customer expectations and communicate technical information clearly and professionally to both technical and non-technical audiences.

Requirements

A foundational understanding of networking concepts (TCP/IP, HTTP, DNS) and network troubleshooting tools.
Familiarity with cybersecurity principles and common attack vectors is a plus.
Excellent problem solving and analytical skills, with a keen eye for detail.
Strong communication skills, both written and verbal, for engaging with customers and internal teams.
Eagerness to learn and rapidly grasp new technologies in a fast paced environment.
Ability to work independently as well as collaboratively in a remote, distributed team setting.
Flexibility to support a remote first, flexible shift schedule, accommodating global customer needs.
Proficiency in English is required for clear technical communication.

What You'll Gain

Accelerated career growth within a leading cybersecurity company.
Deep expertise in cutting edge network security and performance monitoring technologies.
Extensive hands on experience with sophisticated networking infrastructure as a service.
Mentorship and development opportunities from experienced professionals.
The satisfaction of making a real impact on global enterprise security.
Work life balance and flexibility in a fully remote, supportive team environment.
Exposure to diverse technical challenges and a collaborative learning culture.