ExtraHop - Support Engineer I - UK
Requirements
• Two years of experience in B2B Technical Support —this is not an entry-level position. • In-depth knowledge of the OSI Model. • Understanding of network infrastructure routing and switching concepts. • Excellent customer service, organizational, and documentation skills. • Work cooperatively with others within the organization and other cross-functional stakeholders. • Work well in fast-paced, high-stress environments. • Has predictable, reliable attendance. • 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+) • The salary range for this role is £30,000 - £35,000 + bonus • ExtraHop is reinventing Network Detection and Response (NDR) to offer enterprises unparalleled visibility, context, and control against emerging threats. The platform integrates NDR with Network Performance Management (NPM), Intrusion Detection Systems (IDS), and forensics, providing a single, comprehensive solution. By decrypting and analyzing complete packet-level data at wire speed and leveraging cloud-scale machine learning, ExtraHop empowers Security Operations Centers (SOCs) to detect, investigate, and remediate modern cyber risks in real time across their entire hybrid infrastructure, including data center, cloud, and SASE environments. • This comprehensive approach and market innovation have earned ExtraHop unique recognition as the only NDR vendor acknowledged as a leader by all major analyst firms, including the 2025 Gartner® Magic Quadrant for Network Detection and Response™, the 2025 Forrester® Wave for Network Analysis and Visibility, the 2024 IDC® Marketscape for NDR, and the 2025 Gigamon® Radar Report for Network Detection and Response. Since 2007, ExtraHop has consistently helped organizations worldwide extract in-depth network telemetry and contextual insights, affirming its commitment to protecting and empowering the connected enterprise. • OUR VALUES • Our culture is rooted in our five Values. These set the expectations for how we work individually and collectively as a team. • Values • Lead with Purpose: We are driven to deliver results that create a positive impact for our customers, partners, and colleagues. • Lead with Purpose: • Act with Integrity: We operate with transparency, authenticity, and always in the best interest of the company. • Act with Integrity: • Find a Way: We are resourceful, tackle hard problems with a sense of urgency and ownership, and do what it takes to get the job done. • Find a Way: • Innovate: We listen to customers, partners, and the market, and respectfully push boundaries and challenge the status quo. • Innovate:
Responsibilities
• Provide hardware and firmware deployment support for our appliances. • Actively participate in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions. • Engage in troubleshooting activities, following guidance and existing documentation. • Assist with the initial stages of ticket handling and escalate when necessary. • Work collaboratively with more experienced engineers and cross functional teams to gain deeper insights into complex issues. • 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 in a highly professional manner via various channels including phone, ticketing system, and video conferencing. • Pair your existing knowledge with a continuous learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues. • Attend regular “in-office” meetings (limited to no more than monthly) and annual in-office training sessions
Benefits
• Employees' wellbeing is top of mind for the ExtraHop team. Employees and their families will have the option to participate in the following benefits: • Employees' wellbeing is top of mind for the ExtraHop team. • 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 • Our people are our most important competitive advantage, leading the charge against cyber criminals. Join the fight today! • To learn more, visit our website or follow us on LinkedIn. • To learn more, visit • our website • or follow us on • LinkedIn • Create a Job Alert • Create a Job Alert • Interested in building your career at ExtraHop? Get future opportunities sent straight to your email.
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