Technical Support Engineer I

Job Description

About the Role

Title: Technical Support Engineer I

Location: Dallas, TX

Job Description:

ExtraHop is on a mission to protect and propagate trust by revealing the cybertruth: the truth about the attackers already inside an organization’s network, the truth about what they’re doing, and how to stop them at top speed. We partner with every customer, every day, to reveal it. Are you ready to join us?

We’re growing fast and we’re looking for people who love to build things: products, companies, markets, and their careers! Think you have what it takes to work on one of the best teams in the industry? Read on.

We are looking for a Support Engineer who can be flexible on shifts. This is a growth role and a great entry point for an ExtraHop career. Real opportunities exist for career advancement within Support or in other business units. Support is the place to prove your worth and develop a base for career growth in the company.

Duties and Responsibilities

As part of the Support team, you will be both working with customers to resolve technical issues using a variety of internal resources and providing data analysis to understand and troubleshoot systems.

Provide hardware and firmware deployment support for ExtraHop appliances, including issues with data feeds from network infrastructure, virtual switches, and packet forwarders

Document incident cases, feature requests, and customer questions

Escalate technical cases to the appropriate technical resource

Act as the single point of contact for customer questions and concerns

Provide professional, concise communication with customers

Act as a team player to augment the Remote Data Analysis team duties including preparation of analysis reports

Required Qualifications and Experience

We’re looking for a Support Engineer who can help us grow to the next level as a company. As a starting point for this hands-on position, you’ll need the following background:

At least one years of experience in IS or IT

Experience with Unix/Linux based operating systems

Working knowledge of networking and virtual systems

Working knowledge of the OSI Model

Excellent customer service, organizational, and documentation skills

Working knowledge of networking protocols including TCP/IP, DNS, DHCP, and multicast

Working knowledge of application protocols including HTTP, SSL, FTP, SMTP, and LDAP

Four-year degree or equivalent in a related discipline such as information technology, computer science, business, or engineering

$54,000- $66,000 + benefits

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time.

ABOUT EXTRAHOP

ExtraHop is the cybersecurity partner enterprises trust to reveal the unknown and unmask the attack. We’re on a mission to protect and propagate trust by revealing the cybertruth, and we partner with every customer, every day, to uncover it. Our Reveal(x) 360 platform is the only network detection and response solution delivering the 360-degree visibility needed to see everything on the network. When organizations have full network transparency with ExtraHop, they can see more, know more, and stop more cyberattacks.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We’ve been recognized as a “Customer’s Choice” by Gartner Peer InsightsT Voice of the Customer, and as a Leader in the Forrester Wave: Network Analysis and Visibility, Q2 2023. ExtraHop has won AI Breakthrough Awards four times (2018-2020, 2023) and our Channel Partner program has received a 5-star rating from CRN for our 2023 Partner Program Guide. Our flagship product, Reveal(x), has received numerous accolades, including a 2022 Edison Award for Cybersecurity.

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

*Candidates should note that the Company may modify reporting relationships, job titles and compensation, including commissions and benefits, from time to time at its sole discretion, as it deems necessary, with or without prior notice.

We are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment. At ExtraHop, we believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation of our success.

We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, color, religion, sex, gender identification and expression, marital status, military status, pregnancy (including but not limited to potential pregnancy and pregnancy-related conditions), sexual orientation, age , national origin, ancestry, citizenship or immigration status, disability ,, genetic information, or any other protected class as established by law.

Our people are our most important competitive advantage, leading the charge cyber criminals and insider threats.

Ready to join us? #Extrahop #Security #NDR #informationsecurity #cybersecurity #cloudsecurity #infosec #LI-Remote