At ExtraHop, we're on a mission to help organizations achieve complete visibility, real-time threat detection, and proactive security through cutting-edge network detection and response (NDR) technology. Our NDR product is a market leader, providing our customers with the ability to detect, investigate, and respond to threats faster than ever before. 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 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