Remote Global Network Support Engineer I

Openkrill; United States; Remote; USD 58,000 - 67,000; Full time

Benefits offered by this job

Health benefits

Flexible PTO

Educational reimbursement

401k match

Parental leave

Remote work model

Job summary

ExtraHop, a leader in network detection and response, is seeking a Global Support Engineer I to support a remote-first, flexible shift schedule. You will grow as a support engineer while gaining hands-on experience with networking infrastructure as a service.

You will troubleshoot, deploy hardware/firmware, assist with ticket handling, and collaborate with cross-functional teams to resolve complex issues. Excellent communication and documentation are essential as you become the single point of

Qualifications

• Two years of B2B technical support experience required.
• Strong understanding of the OSI model and network routing/switching.
• Knowledge of protocols such as DHCP, TCP, DNS, TLS, HTTP, and SSO.
• Ability to translate complex concepts into actionable troubleshooting steps.
• Excellent communication, organization, and documentation skills.
• Ability to work well under pressure and with cross-functional teams.

Responsibilities

• Provide hardware and firmware deployment support for appliances.
• Practice Knowledge Centered Services by learning from and contributing to documentation.
• Troubleshoot with guidance and escalate when needed.
• Handle initial ticketing and collaborate with experienced engineers.
• Assist customers with configuration of network infrastructure and integrations.
• Serve as a primary point of contact for customer questions via phone, ticketing, and video.
• Attend in-office meetings and training sessions as required.

Skills

OSI model

Networking concepts

DHCP/TCP/DNS/TLS/HTTP/SSO

Troubleshooting

Customer service

Documentation

Job description

ExtraHop, a leader in network detection and response, is seeking a Global Support Engineer I to support a remote-first, flexible shift schedule. You will grow as a support engineer while gaining hands-on experience with networking infrastructure as a service.

You will troubleshoot, deploy hardware/firmware, assist with ticket handling, and collaborate with cross-functional teams to resolve complex issues. Excellent communication and documentation are essential as you become the single point of