Remote Support Engineer I - Networking & Security

Doist; United Kingdom; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Health, Dental, and Vision Benefits

Educational Reimbursement

Job summary

ExtraHop is seeking a Global Support Engineer I for a remote-first, flexible shift. You will support networking infrastructure as a service, handle challenging technical matters, and help customers secure their networks using our tools.

This growth role offers opportunities to learn, collaborate with cross-functional teams, and advance your career in security, networking, and incident response.

Qualifications

• Two years of experience in B2B technical support.
• In-depth knowledge of the OSI model.
• Understanding of network infrastructure routing and switching concepts.
• Excellent customer service, organizational, and documentation skills.
• Ability to work with cross-functional stakeholders.
• Thrives in fast-paced, high-stress environments with reliable attendance.
• Experience with Unix/Linux-based operating systems.
• Knowledge of cybersecurity concepts, terminology and tools.
• Familiarity with JavaScript.
• Certifications in networking or infrastructure (e.g., CompTIA Network+).
• Certifications in Cyber Security (e.g., CompTIA Security+).

Responsibilities

• Provide hardware and firmware deployment support for our appliances.
• Engage in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions.
• Troubleshooting activities following guidance and existing documentation.
• Assist with the initial stages of ticket handling and escalating when necessary.
• Work with more experienced engineers and cross-functional teams to gain insights.
• Assist customers with configuration of network infrastructure, virtualization, and third‑party integrations.
• Assist customers with hardware support and replacement.
• 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 professionally via phone, ticketing system, and video conferencing.
• Pair knowledge with a learning mindset to elevate service and support colleagues.
• Attend regular in-office meetings (monthly) and annual training sessions.

Skills

B2B Technical Support

OSI Model

Routing & Switching

Customer Service

Documentation

Teamwork

Attendance reliability

Unix/Linux

Cybersecurity concepts

JavaScript

Tools

Unix/Linux

Cybersecurity concepts

JavaScript

Job description

ExtraHop is seeking a Global Support Engineer I for a remote-first, flexible shift. You will support networking infrastructure as a service, handle challenging technical matters, and help customers secure their networks using our tools.

This growth role offers opportunities to learn, collaborate with cross-functional teams, and advance your career in security, networking, and incident response.