About this role.
ExtraHop is hiring a Support Engineer I to provide customer-facing technical support for its network detection and response platform. The role handles ticket triage, troubleshooting, configuration assistance, appliance hardware and firmware support, and escalation of complex cases. Candidates need at least two years of B2B technical support experience, strong OSI model knowledge, and familiarity with routing and switching. The position follows an 11am-8pm CST schedule and requires professional communication across phone, ticketing, and video channels. It is a growth-oriented support engineering role with exposure to networking infrastructure, cybersecurity concepts, virtualization, and third-party integrations.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first clarify the symptoms, scope, recent changes, and business impact. I would validate physical connectivity and appliance status, then use the OSI model to check link state, VLAN configuration, IP addressing, routing, firewall policies, and relevant logs. I would document findings in the ticket, communicate progress clearly, and escalate with the collected evidence if the issue requires deeper engineering support.
The OSI model provides a structured way to isolate problems rather than troubleshooting randomly. I typically begin with physical and data-link checks, then verify IP connectivity and routing at the network layer before reviewing transport behavior and application-specific configuration. This approach helps identify the failing layer, speeds up communication with customers, and produces clearer escalation notes.
An effective escalation should include the customer impact, issue summary, environment details, appliance or software versions, timestamps, reproduction steps, troubleshooting already completed, relevant logs or packet captures, and the specific assistance requested. I would also note any changes that correlate with the issue and keep the customer informed about the escalation status.
I prioritize by severity, business impact, service commitments, and whether a known workaround exists. I acknowledge each customer promptly, set realistic expectations, and provide concise status updates even when investigation is ongoing. I also maintain accurate ticket notes so work can be handed off efficiently and recurring issues can be identified.
I would start with the approved documentation and knowledge base, confirm the customer's architecture and intended outcome, and follow established diagnostic procedures. If needed, I would collaborate with a more experienced engineer while retaining ownership of communication and documentation. After resolution, I would capture the learning in the ticket and contribute useful details to the knowledge base when appropriate.
At ExtraHop, we’re on a mission to protect and empower the connected enterprise. We reveal what is happening in the very infrastructure that sustains businesses, lives, and communities, and ensure the integrity of networks, data, systems, and processes. Organizations rely on ExtraHop to provide visibility into the cyber threats, vulnerabilities, and network performance issues that evade their existing security and IT tools. With this insight, organizations can investigate smarter, stop threats faster, and keep operations running.
Our mission is fueled by a profound social and moral responsibility to be the best at what we do, ensuring a secure world where everyone can thrive. If this sounds like a place you’d like to spend the next chapter of your career, we’d love to hear from you.
Position Summary
We are looking for a Global Support Engineer I who can support a remote-first, flexible shift schedule. This is a growth role—you will advance your career as a support engineering professional while simultaneously increasing your knowledge and hands-on experience with networking infrastructure as a service. You will regularly support interesting and challenging technical matters and questions and bring clarity to our customers as they leverage our tools to secure their networks in an ever-changing security threat landscape.
Key Responsibilities
As a member of the Global Support Engineering team, you will work with customers to resolve technical issues with our product(s) using a variety of internal resources and provide data analysis to understand and troubleshoot systems. Your day-to-day responsibilities could include any of the following:
- 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
Required Qualifications
- 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
Preferred Qualifications
- 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+)
Schedule: 11am-8pm CST
The salary range for this role is $60,000 – $65,000 + bonus + benefits
ABOUT EXTRAHOP
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.
Lead with Purpose: We are driven to deliver results that create a positive impact for our customers, partners, and colleagues.
Act with Integrity: We operate with transparency, authenticity, and always in the best interest of the company.
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.
Innovate: We listen to customers, partners, and the market, and respectfully push boundaries and challenge the status quo.
Share Success: We run together, we win together. We value diverse perspectives, hold space for all voices, and achieve the best results as a team.
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:
- 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.
Create a Job Alert
Interested in building your career at ExtraHop? Get future opportunities sent straight to your email.
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
