At a Glance
- Tasks: Support customers with technical issues and enhance your networking skills in a dynamic environment.
- Company: Join ExtraHop, a leader in cyber security and network performance.
- Benefits: Enjoy flexible work, competitive salary, health benefits, and educational reimbursement.
- Other info: Collaborative culture with opportunities for professional development and career advancement.
- Why this job: Make a real impact in cyber security while growing your career in tech.
- Qualifications: Two years of B2B Technical Support experience and knowledge of networking concepts required.
The predicted salary is between 30000 - 35000 £ per year.
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.
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- 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.
- 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.
- 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 £30,000 - £35,000 + bonus.
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!
Support Engineer I - UK employer: ExtraHop
ExtraHop is an exceptional employer that prioritises customer outcomes and long-term success, fostering a collaborative and innovative work culture within its UK practice. Employees benefit from a comprehensive range of perks, including professional development support, flexible work options, and a vibrant office environment designed for creativity and teamwork. With a strong emphasis on mentorship and internal mobility, ExtraHop empowers its team members to grow their careers while making a meaningful impact in the cybersecurity landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer I - UK
✨Get Involved in the Cybersecurity Community
Diving into the cybersecurity community is key for landing that full-time gig. Join forums like Reddit's r/cybersecurity or attend local meetups to connect with industry veterans and other job seekers. Networking is everything in this field—don’t just be a passive lurker!
✨Show Off Your Skills with Capture the Flag Competitions
Participate in Capture the Flag (CTF) competitions; these are not just a fun way to boost your skills but also a chance to showcase your talent to potential employers. Many companies, including ExtraHop, love seeing candidates who actively engage in these challenges.
✨Tailor Your Online Presence
Make sure your LinkedIn and any professional profiles reflect your cybersecurity expertise. Share your projects, whether they’re personal or from a previous role, to catch the eye of hiring managers. This is how they’ll find your passion and commitment to the field!
✨Apply Directly Through ExtraHop
Don’t forget to head straight to our website and check out any openings for cybersecurity roles at ExtraHop. Applying directly can sometimes give you an edge, especially if you can mention that you've been following our work or engaging in the community.
We think you need these skills to ace Support Engineer I - UK
Some tips for your application 🫡
Show off your technical skills:In cybersecurity, it's crucial to highlight your technical prowess. Make sure your CV showcases specific skills like network security, penetration testing, or threat analysis. If you have relevant certifications (like CEH or CISSP), pop those on the front page to grab attention!
Tailor your portfolio for the role:Even for a full-time role, a portfolio can set you apart. If you've worked on any cybersecurity projects—be it CTF challenges, security assessments, or research papers—include these in your application. This demonstrates not just your skills, but also your hands-on experience!
Use real-world examples:When writing your cover letter, don’t just stick to your qualifications. Share real-world examples of how you’ve tackled security issues or vulnerabilities. This gives the hiring team at ExtraHop insight into your practical problem-solving abilities and makes your application memorable.
Demonstrate your passion for cybersecurity:Cybersecurity is an ever-evolving field, so show us that you’re always learning! Mention any recent courses, webinars, or industry events you’ve attended. This not only exhibits your enthusiasm but also signals to ExtraHop that you’re committed to staying ahead in the game.
How to prepare for a job interview at ExtraHop
✨Sharpen Your Technical Skills
For a role in cybersecurity, it’s essential to be up-to-date with the latest tools and techniques. Brush up on your knowledge of firewalls, intrusion detection systems, and vulnerability assessment tools. Be ready to discuss specific scenarios where you’ve applied these skills, as hands-on experience can really set us apart in interviews.
✨Prepare for Scenario-Based Questions
Expect the interviewers at ExtraHop to throw in some hypothetical situations to see how you’d handle them. Think about common security breaches or incidents and be prepared to explain how you would respond. This not only shows your problem-solving skills but also your understanding of real-world cybersecurity challenges.
✨Highlight Your Certifications
Certifications like CompTIA Security+, CISSP, or CEH can give you a significant edge in a full-time role in cybersecurity. Make sure to mention these during your interview and be prepared to discuss what you learned through those certifications and how they relate to the position at ExtraHop.
✨Show Your Passion for Cybersecurity
Since you’re going for a full-time gig, showing genuine enthusiasm for the field can make all the difference. Share any personal projects, blogs, or communities you’re part of that relate to cybersecurity. This not only showcases your passion but also your commitment to staying engaged in this ever-evolving field.
