Principal Support Engineer - Detection & Integration Support

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 are looking for a Detection & Integration Support Engineer who can support a remote-first, flexible shift schedule. You will regularly tackle interesting and challenging questions and bring clarity to our customers as they leverage our tools to secure their networks in an ever-changing threat landscape. 

Duties and Responsibilities 

As a member of the Global Technical Support 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 with a focus on security detections and integrations with other security tools. Your day to day responsibilities could include any of the following:    

• Provide hardware, firmware, and deployment support for ExtraHop appliances
• Advise and educate customers on security events detected by ExtraHop
• Assist customers with configuration and troubleshooting of third party integrations
• Utilizing a ticketing system, update, communicate, and move work items to completion
• Work with various internal and external teams to resolve customer issues
• Act as the single point of contact for customer questions and concerns
• Rapidly recognize critical issues and be able to provide the appropriate level urgency driving resolutions
• Communicate with customers in a highly professional manner via various channels including email, phone, ticketing system, and video conferencing
• Pair your existing knowledge with a learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues

 Required Qualifications and Experience

We’re looking for a Detection & Integration Support Engineer who can help us grow to the next level as a company. As a starting point for this hands-on position, you should bring:

• Minimum of four years of experience in IS or IT
• In-depth knowledge of the OSI Model
• Excellent customer service, organizational, and documentation skills
• An understanding of cybersecurity concepts and terminology
• Experience with basic Javascript, Python, and REST API development

In addition, you would stand out if you brought:

• Certifications in cybersecurity and/or networking (Security+, CEH, or similar)
• Experience with Network Detection and Response (NDR), security information and event management (SIEM) and/or Endpoint Detection and Response.
• Experience with Unix/Linux based operating systems
• Experience with ExtraHop product

$96,000- $123,000 + benefits+ options

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.

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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 Insights™ 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. ExtraHop CEO Patrick Dennis has been featured on