Remote Global Support Engineer I

ExtraHop Networks, Inc.; Raleigh (NC); Remote; USD 39,000 - 44,000; Full time

Benefits offered by this job

Hybrid and Remote Work Model

Educational Reimbursement

401k with Employer Match

Health, Dental, Vision Benefits

Parental Leave (US Only)

Job summary

ExtraHop Networks, Inc. seeks a Global Support Engineer I to support customers remotely, with a flexible shift. You will resolve technical issues, analyze data, and assist with network appliance deployment while collaborating with cross-functional teams.

Ideal candidates have 2+ years in B2B tech support, strong OSI/network knowledge, and excellent communication. This is a remote role with a growth path and competitive benefits.

Qualifications

• Two years of B2B technical support experience required.
• Strong understanding of OSI model and network routing concepts.
• Experience with network protocols (DHCP, TCP, DNS, TLS, HTTP, SSO).
• Ability to translate complex tech into troubleshooting guidance.
• Excellent communication and documentation skills.

Responsibilities

• Provide hardware and firmware deployment support for appliances.
• Troubleshoot technical issues using internal resources and data analysis.
• Collaborate with engineers and cross-functional teams to resolve complex issues.
• Assist with ticket handling and escalation when needed.
• Guide customers in configuring network infrastructure and integrations.

Skills

OSI model

Network routing

TLS/HTTPS

DNS/TCP/IP

SSO

Troubleshooting

Customer service

Documentation

Team collaboration

Fast-paced environment

Education

Unix/Linux familiarity

Cybersecurity concepts

Javascript familiarity

CompTIA Network+ certification

CompTIA Security+ certification

Job description

ExtraHop Networks, Inc. seeks a Global Support Engineer I to support customers remotely, with a flexible shift. You will resolve technical issues, analyze data, and assist with network appliance deployment while collaborating with cross-functional teams.

Ideal candidates have 2+ years in B2B tech support, strong OSI/network knowledge, and excellent communication. This is a remote role with a growth path and competitive benefits.