Customer Success Engineer | Australia

extrahopnetworks; United States; Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Flexible paid time off and holidays

Annual discretionary bonus plan

Job summary

ExtraHop Networks is seeking a Technical Customer Success professional to support Australian clients using an NDR platform across hybrid and cloud environments. You will drive adoption, retention, and expansion by combining technical engagement with strategic customer relationships.

You will coordinate between customers and internal teams, lead onboarding, and develop Customer Success Plans to document expected outcomes and value. Hybrid/remote work options are available.

Qualifications

• Four-year college degree, preferably in a technical field such as information systems or information technology.
• Strong verbal and written communication skills with the ability to multitask in a fast-paced environment.
• Proficiency in networking principles across OSI layers 2–4 and application protocols such as HTTP, DNS, and database protocols.
• Experience with enterprise networking fundamentals including TCP/IP, routing, switching, network packet brokers, and firewalls.
• Hands-on familiarity with security operations, including SOC workflows, incident response, SIEM/SOAR integrations, EDR/XDR, and threat intelligence.

Responsibilities

• Analyze customer environments and recommend the highest-value use of the platform to address business challenges.
• Drive renewals, identify upsell opportunities, and assist with professional services and advanced training coordination.
• Lead new-customer onboarding and ongoing enablement through both remote and in-person engagement.
• Develop and maintain Customer Success Plans documenting desired outcomes and value expectations.
• Partner with account teams to align customer strategy with technical execution and continuous product adoption.
• Champion customer feedback into product roadmaps and Voice of Customer initiatives.
• Host recurring customer meetings, working sessions, and business reviews.

Skills

Networking OSI 2-4

HTTP/DNS protocols

TCP/IP routing

Firewalls knowledge

SOC workflows/IR/SIEM/SOAR

EDR/XDR awareness

Threat intelligence

Strong communication

Education

Bachelor's degree in information systems/IT

Tools

API integrations

Job description

Role overview

A technical customer success role based in Australia, supporting organizations using a network detection and response (NDR) platform across hybrid and cloud environments. The position focuses on driving adoption, retention, and expansion by combining deep technical engagement with strategic customer relationship management. It serves as the central point of coordination between customers and cross-functional internal teams.

Responsibilities

• Analyze customer environments and recommend the highest-value use of the platform to address business challenges
• Drive renewals, identify upsell opportunities, and assist with professional services and advanced training coordination
• Lead new-customer onboarding and ongoing enablement through both remote and in-person engagement
• Develop and maintain Customer Success Plans documenting desired outcomes and value expectations
• Partner with account teams to align customer strategy with technical execution and continuous product adoption
• Champion customer feedback into product roadmaps and Voice of Customer initiatives
• Host recurring customer meetings, working sessions, and business reviews

Requirements

• Four-year college degree, preferably in a technical field such as information systems or information technology
• Strong verbal and written communication skills with the ability to multitask in a fast-paced environment
• Proficiency in networking principles across OSI layers 2–4 and application protocols such as HTTP, DNS, and database protocols
• Experience with enterprise networking fundamentals including TCP/IP, routing, switching, network packet brokers, and firewalls
• Hands-on familiarity with security operations, including SOC workflows, incident response, SIEM/SOAR integrations, EDR/XDR, and threat intelligence

Nice to have

• Experience with API integrations for security stack interoperability
• Background spanning cross-functional collaboration with sales, product, and engineering teams

Benefits and work setup

• Health, dental, and vision coverage
• Flexible paid time off, sick leave prorated by date of hire, federal holidays, and paid volunteer time
• Annual discretionary bonus plan eligibility for non-commissioned roles
• FSA and dependent care accounts plus EAP where applicableEducational reimbursement, 401(k) or pension where applicable
• Hybrid and remote work model