Support Engineer I | UK

The role

You will work with customers to resolve technical issues with products using internal resources and data analysis. You will provide hardware and firmware deployment support and assist with network infrastructure configuration.

What you will do

• Provide hardware and firmware deployment support for appliances
• Participate in Knowledge Centered Services by learning from and contributing to documented knowledge
• Engage in troubleshooting activities following guidance and documentation
• Assist with initial stages of ticket handling and escalate when necessary
• Work collaboratively with experienced engineers and cross functional teams
• Assist customers with configuration of network infrastructure, virtualization, and third-party integrations
• Assist customers with hardware support and replacement
• 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 via phone, ticketing system, and video conferencing

Required qualifications

• Two years of experience in B2B Technical Support
• In-depth knowledge of the OSI model
• Understanding of network infrastructure routing and switching concepts
• In-depth knowledge of data traversal within an internal environment and its interaction with external networks
• Specific networking knowledge related to protocols, DHCP, TCP, DNS resolution, TLS and TLS connection establishment, HTTP, SSO, network topologies, etc.
• Ability to translate technical concepts into applicable troubleshooting best practices
• Ability to troubleshoot complex architectural incidents based on the application or incident
• Excellent customer service, organizational, and documentation skills
• Ability to work cooperatively with others within the organization and other cross-functional stakeholders
• Ability to work well in fast-paced, high-stress environments
• Predictable, reliable attendance

Nice to have

• 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 Network+)
• Certifications in Cyber Security (like CompTia Security+)

Benefits

• Private medical insurance
• Pension scheme auto-enrollment with employer contributions
• 25 days annual leave plus public holidays
• 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

About the company

ExtraHop is reinventing Network Detection and Response (NDR) to offer enterprises visibility, context, and control against emerging threats. The platform integrates NDR with Network Performance Management (NPM), Intrusion Detection Systems (IDS), and forensics.