Support Engineer I - UK

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. • 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. • Abilit