Principal Support Engineer

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