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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 - Seattle Hybrid

Provide technical support for ExtraHop’s Network Detection and Response platform, troubleshooting customer network and security issues. Support appliances, integrations, tickets, and enterprise infrastructure in a hybrid role.

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

Description

  • Support appliance hardware and firmware deployments.
  • Contribute to Knowledge-Centered Services by using documented expertise and participating in team discussions.
  • Investigate customer issues with established guidance and documentation.
  • Manage initial ticket intake and escalate cases when appropriate.
  • Partner with senior engineers and cross-functional teams to resolve complex issues.
  • Help customers configure network infrastructure, virtualization environments, and third-party integrations.
  • Support customers with hardware troubleshooting and replacement processes.
  • Maintain ticket updates, customer communications, and work-item completion in the ticketing system.
  • Serve as the primary contact for customer questions and concerns.
  • Communicate professionally by phone, through ticketing systems, and via video conferencing.
  • Attend in-office meetings no more than monthly and participate in annual on-site training.

Requirements

  • At least two years of B2B technical support experience; this role is not entry level.
  • Strong command of the OSI model.
  • Understanding of routing and switching within network infrastructure.
  • Strong knowledge of data movement across internal environments and connections to external networks.
  • Working knowledge of DHCP, TCP, DNS resolution, TLS and TLS handshakes, HTTP, SSO, network topologies, and related networking protocols.
  • Ability to turn technical concepts into practical troubleshooting approaches.
  • Ability to diagnose complex architectural incidents based on the application or incident context.
  • Excellent customer service, organization, and technical documentation abilities.
  • Ability to collaborate effectively with internal teams and cross-functional stakeholders.
  • Ability to perform effectively in fast-paced, high-pressure environments.
  • Reliable and predictable attendance.
  • Availability for a 9 a.m. to 6 p.m. PST schedule.
  • Experience with Unix or Linux operating systems.
  • Understanding of cybersecurity concepts, terminology, and tools.
  • Familiarity and comfort with JavaScript.
  • Networking or infrastructure certification, such as CompTIA Network+.
  • Cybersecurity certification, such as CompTIA Security+.

Benefits

  • Health, dental, and vision coverage
  • Flexible paid time off
  • Sick leave prorated from the hire date
  • All U.S. federal holidays
  • Three paid volunteer days
  • Eligibility for an annual discretionary bonus for non-commissioned positions
  • Flexible spending and dependent care accounts plus an 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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