Support Engineer I

United States·Raleighmid

Customer SupportSupport Engineer

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Quick Summary

Key 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.

Technical Tools

Customer SupportSupport Engineer

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.

Responsibilities

~1 min read

→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.

Requirements

~1 min read

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 $60,000 - $65,000 + bonus + benefits

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 culture is rooted in our five Values. These set the expectations for how we work individually and collectively as a team.