Support Engineer - UK

Salary: £63,000 - 103,000 per year

Requirements:

• 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.
• In-depth knowledge of data traversal within internal environments and its interaction with external networks.
• Networking knowledge related to protocols, DHCP, TCP, DNS resolution, TLS and TLS connection establishment, HTTP, SSO, and network topologies.
• Ability to translate technical concepts into applicable troubleshooting best practices.
• Ability to troubleshoot complex architectural incidents based on the application or incident.
• Excellent customer service, organizational, and documentation skills.
• Ability to work cooperatively with colleagues and cross-functional stakeholders.
• Ability to work well in fast-paced, high-stress environments.
• Predictable, reliable attendance.
• Preferred: Experience with Unix/Linux-based operating systems.
• Preferred: Understanding of cybersecurity concepts, terminology, and tools.
• Preferred: JavaScript familiarity and comfort.
• Preferred: Networking or infrastructure certifications, such as CompTIA Network+.
• Preferred: Cybersecurity certifications, such as CompTIA Security+.

Responsibilities:

• Work with customers to resolve technical issues with our products using internal resources and data analysis to understand and troubleshoot systems.
• Provide hardware and firmware deployment support for our appliances.
• Participate in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions.
• Troubleshoot issues by following guidance and existing documentation.
• Assist with initial ticket handling and escalate issues when necessary.
• Collaborate with experienced engineers and cross-functional teams to gain insight into complex issues.
• Assist customers with configuring network infrastructure, virtualization, and third-party integrations.
• Assist customers with hardware support and replacement.
• Use a ticketing system to update, communicate, and move work items to completion.
• Serve as the single point of contact for customer questions and concerns.
• Communicate professionally with customers through channels including phone, ticketing system, and video conferencing.
• Apply existing knowledge and continuous learning to improve customer service and support colleagues.
• Attend regular in-office meetings, no more than monthly, and annual in-office training sessions.

Technologies:

• Firmware
• Hardware
• HTTP
• Support
• JavaScript
• Linux
• Network
• Security
• Unix
• Cloud
• Machine Learning
• NPM

More:

At ExtraHop, we are on a mission to protect and empower the connected enterprise. Our platform provides visibility into cyber threats, vulnerabilities, and network performance issues, helping organizations investigate smarter, stop threats faster, and keep operations running. We are hiring a Global Support Engineer I for a growth role on our Global Support Engineering team, with a remote-first model and flexible shift schedule. The schedule is 9 a.m.–6 p.m., and the salary range is 30,000–35,000 plus bonus. We reinvent Network Detection and Response by combining NDR with network performance management, intrusion detection, and forensics. Our culture is guided by our values: Lead with Purpose, Act with Integrity, Find a Way, Innovate, and Share Success. Benefits include health, dental, and vision coverage; flexible PTO, sick time, and federal holidays in the U.S.; paid volunteer time; potential eligibility for an annual discretionary bonus plan for non-commissioned positions; FSA and dependent care accounts and EAP where applicable; educational reimbursement; a 401(k) with employer match or pension where applicable; pet insurance and parental leave in the U.S.; and hybrid and remote work options.

last updated 40 week of 2026