Support Engineer - Seattle, WA

Position Summary

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 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.

• 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 escalated when necessary.
• Work collaboratively with more experienced engineers to gain deeper insights into complex issues.
• Assist customers with configuration of network infrastructure, virtualization, and third‑party integrations.
• 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 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.
• Attend regular “in‑office” meetings (limited to no more than monthly) and annual in‑office training sessions.
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Required Qualifications
• 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.
Preferred Qualifications
• Experience with Unix/Linux‑based operating systems.
• An understanding of cybersecurity concepts, terminology and tools.
• Java script familiarity and comfort.
• Certifications in networking or infrastructure (like CompTIA).
Salary and Benefits

The salary range is $55,000 - $65,000 + bonus + benefits.

About Extra Hop

Extra Hop empowers enterprises to stay ahead of evolving threats with the most comprehensive approach to network detection and response (NDR). Since 2007, the company has helped organizations across the globe extract real‑time insights from their hybrid networks with the most in‑depth network telemetry.
Extra Hop NDR uniquely integrates network threat detection, network performance management (NPM), intrusion detection (IDS), and packet forensics into a single console with 100GB+ sensors, real‑time decryption, and cloud‑scale machine learning—delivering complete network visibility, unmatched context for data‑driven security decisions, and improved SOC productivity.

Other 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