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ExtraHop
ExtraHop
501 – 1,000 Employees
CybersecurityEnterpriseSecurity
ExtraHop develops cybersecurity and network management solutions for enterprises. Its platform applies real-time analytics and machine learning to provide visibility into IT infrastructure, monitor traffic patterns, identify unusual activity, and help security teams detect and respond to cyber threats. ExtraHop operates in the cybersecurity, security, and enterprise technology sectors and maintains a careers presence for professionals exploring opportunities with the company.
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Support Engineer I - Dallas Hybrid

Support customers using ExtraHop’s Network Detection and Response platform by investigating network, infrastructure, appliance, and integration issues. The role handles technical support cases, troubleshooting, customer communication, and escalation in a hybrid Dallas setting.

USUnited StatesTXTexas
$28 – $32 / hour
HybridFull-timeJuniorMiddleNo degree requiredEnglish RequiredSupport Engineer
Cyber SecurityDNSJavaScriptLinuxSwitchingUnix

Description

  • Resolve customer technical issues with ExtraHop products through internal resources and data analysis
  • Support appliance hardware and firmware deployments
  • Contribute to Knowledge Centered Services by applying documented guidance and participating in knowledge-sharing discussions
  • Troubleshoot reported issues using established procedures and available documentation
  • Handle initial support tickets and escalate cases when appropriate
  • Work with senior engineers and cross-functional teams to address complex technical problems
  • Help customers configure network infrastructure, virtualization environments, and third-party integrations
  • Assist with appliance hardware support and replacement processes
  • Maintain ticket records, customer communications, and work-item progress through completion
  • Serve as the primary contact for customer questions and concerns
  • Communicate with customers by phone, ticketing platform, and video conference
  • Attend in-office meetings no more than monthly and participate in annual in-office training

Requirements

  • At least two years of B2B technical support experience
  • Deep understanding of the OSI model
  • Working knowledge of network infrastructure, routing, and switching
  • Strong understanding of how data moves through internal environments and interacts with external networks
  • Knowledge of DHCP, TCP, DNS resolution, TLS and TLS handshakes, HTTP, SSO, network protocols, and network topologies
  • Ability to turn technical concepts into practical troubleshooting approaches
  • Ability to diagnose complex architectural incidents in the context of an application or issue
  • Excellent customer service, organization, and technical documentation skills
  • Ability to collaborate effectively with internal teams and cross-functional stakeholders
  • Ability to perform effectively in fast-paced, high-pressure environments
  • Consistent and dependable attendance
  • Unix or Linux operating system experience preferred
  • Familiarity with cybersecurity concepts, terminology, and tools preferred
  • Familiarity and comfort with JavaScript preferred
  • Networking or infrastructure certification, such as CompTIA Network+, preferred
  • Cybersecurity certification, such as CompTIA Security+, preferred

Benefits

  • Health, dental, and vision coverage
  • Flexible paid time off
  • Sick leave prorated according to the hire date
  • All U.S. federal holidays
  • Three paid volunteer days
  • Eligibility for an annual discretionary bonus for non-commissioned roles
  • Flexible spending and dependent care accounts
  • Employee Assistance Program where applicable
  • Education reimbursement
  • 401(k) with employer matching or a pension where applicable
  • Pet insurance in the United States
  • Parental leave in the United States
  • Hybrid and remote work options

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