Support Engineer I - UK
Core
Provide technical support and troubleshooting for ExtraHop's Network Detection and Response (NDR) and Network Performance Management (NPM) platforms to help customers secure their networks and resolve infrastructure issues.
Role type
Support Engineer I (B2B Technical Support)
Builds
Network visibility, threat detection, and performance management solutions for enterprise hybrid infrastructure (data center, cloud, SASE)
Domain
Cybersecurity / Network Infrastructure / NDR
Deliverable
client delivery
Required skills
B2B technical support experience, OSI model knowledge, network routing and switching concepts, ticketing system proficiency, hardware/firmware deployment support, configuration of network infrastructure and virtualization
Preferred skills
Unix/Linux operating systems, cybersecurity concepts and tools, JavaScript, CompTIA Network+ certification, CompTIA Security+ certification
Technologies
ExtraHop NDR/NPM, virtualization platforms, third-party security integrations, ticketing systems
Responsibilities
Resolve technical issues with product hardware and firmware; troubleshoot network infrastructure and security systems; assist customers with configuration and integration; act as single point of contact for customer inquiries; contribute to knowledge base documentation; escalate complex issues to senior engineers
Seniority
Junior to Mid-level, hands-on IC
