Taking applicationsTechnical Support·Posted 2d ago
Support Engineer I ‑ UK
ExtraHop
UK
Pay
$19.5–$22.5/hr
Job type
Full-time · Remote
Hours
EU hours
Location
UK
EnglishMid level
About the role
Technical support engineer role at ExtraHop handling customer hardware, firmware, networking, and configuration issues via phone, ticketing, and video. It is a UK-based full-time position paying £30,000–£35,000 plus bonus and requires two years of B2B technical support experience.
What you'll do
- Provide hardware and firmware deployment support
- Troubleshoot technical issues using documentation and internal resources
- Handle initial ticket stages and escalate when needed
- Assist with network infrastructure and third-party integrations
- Communicate with customers by phone, ticketing system, and video
- Act as single point of contact for customer questions
- Document and update work items in a ticketing system
- Collaborate with experienced engineers and cross-functional teams
What you'll need
- Two years of B2B technical support experience
- In-depth knowledge of the OSI model
- Understanding of routing and switching concepts
- Knowledge of protocols including DHCP, TCP, DNS, TLS, HTTP, and SSO
- Ability to troubleshoot complex architectural incidents
- Excellent customer service and documentation skills
- Ability to work in fast-paced, high-stress environments
- Predictable, reliable attendance
Skills
OSI modelNetwork routing and switchingTCP/IP, DNS, TLS, HTTP, SSOTroubleshootingCustomer serviceTicketing systemsHardware and firmware deploymentVirtualization
Benefits
Performance bonusFlexible hoursCareer growthRemote-first workAnnual in-office training
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