Remote Global Support Engineer I

ExtraHop Networks, Inc.; United States; Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health, Dental, Vision Benefits

Hybrid/Remote Work Model

Educational Reimbursement

401k with Employer Match

Job summary

United States Digital Space LLC is seeking a Global Support Engineer I to support a remote-first, flexible schedule. You will resolve technical issues with our networking tools, analyze data, and serve as the main contact for customers while growing your security-focused infrastructure expertise.

In this role you will deploy hardware/firmware for appliances, follow documented processes, assist with ticket handling, collaborate with senior engineers, and communicate professionally via multiple

Qualifications

• Two years of experience in B2B Technical Support.
• In-depth knowledge of the OSI model.
• Understanding of network infrastructure routing and switching concepts.
• In-depth knowledge of data traversal within an internal environment and its interaction with external networks.
• Specific networking knowledge related to protocols, DHCP, TCP, DNS resolution, TLS and TLS connection establishment, HTTP, SSO, network topologies.

Responsibilities

• Provide hardware and firmware deployment support for our appliances.
• Engage in troubleshooting activities, following guidance and existing documentation.
• Assist with the initial stages of ticket handling and elevate when necessary.
• Work with more experienced engineers and cross-functional teams to gain insights into complex issues.
• Assist customers with configuration of network infrastructure, virtualization, and third-party integrations.
• Utilize a ticketing system to update and move work items to completion.

Skills

B2B Tech Support

OSI model

Networking routing/switching

DHCP/TLS/HTTP

Customer service

Documentation

Tools

Unix/Linux

DNS resolution

Job description

United States Digital Space LLC is seeking a Global Support Engineer I to support a remote-first, flexible schedule. You will resolve technical issues with our networking tools, analyze data, and serve as the main contact for customers while growing your security-focused infrastructure expertise.

In this role you will deploy hardware/firmware for appliances, follow documented processes, assist with ticket handling, collaborate with senior engineers, and communicate professionally via multiple