Remote Global Support Engineer I

ExtraHop Networks, Inc.; Dallas (TX); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health, Dental, Vision benefits

Flexible PTO

Annual discretionary bonus potential

401k with employer match

Parental Leave (US)

Hybrid and Remote Work Model

Job summary

ExtraHop Networks, Inc. is seeking a Global Support Engineer I to support a remote‑first, flexible shift schedule. This growth role develops your skills in support engineering while gaining hands‑on networking infrastructure experience as a service provider for customers.

You will resolve technical issues, analyze data to troubleshoot systems, and collaborate with cross‑functional teams to deliver quality customer support across our product portfolio.

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.

Responsibilities

• Resolve technical issues with our product(s) for customers using internal resources.
• Provide data analysis to understand and troubleshoot systems.
• Assist with initial stages of ticket handling and expedite when necessary.
• Collaborate with senior engineers and cross‑functional teams for deeper insights.
• Assist customers with network infrastructure configuration, virtualization, and third‑party integrations.
• Support hardware and replacements; update tickets and communicate progress.
• Be the single point of contact for customer questions via phone, tickets, and video.
• Maintain professional communication with customers; learn continuously to support teammates.
• Attend regular in‑office meetings and annual training sessions.

Skills

OSI Model knowledge

Network routing/switching

Customer service

Documentation

Collaboration

Work under pressure

Tools

Unix/Linux

Cybersecurity concepts

CompTIA Network+

CompTIA Security+

Job description

ExtraHop Networks, Inc. is seeking a Global Support Engineer I to support a remote‑first, flexible shift schedule. This growth role develops your skills in support engineering while gaining hands‑on networking infrastructure experience as a service provider for customers.

You will resolve technical issues, analyze data to troubleshoot systems, and collaborate with cross‑functional teams to deliver quality customer support across our product portfolio.