Remote Global Support Engineer I – Networking & Security

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

Benefits offered by this job

Health, Dental, and Vision Benefits

Flexible PTO & Holidays (US)

Job summary

ExtraHop is seeking a Global Support Engineer I to join a remote-first, flexible shift team supporting customers with network visibility and security tooling.

You will resolve technical issues, deploy hardware/firmware, collaborate across teams, and grow your career in a fast-paced B2B environment.

Two years in B2B tech support, OSI model expertise, and networking knowledge required; Unix/Linux and cybersecurity certifications preferred.

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.
• Work cooperatively with others within the organization and cross-functional teams.
• Ability to perform in fast-paced, high-stress environments.

Responsibilities

• Provide hardware and firmware deployment support for appliances.
• Participate in Knowledge Centered Services (KCS) by learning from and contributing to documentation.
• Troubleshoot issues using guidance and existing docs.
• Assist with initial ticket handling and escalate when needed.
• Collaborate with engineers and cross-functional teams to resolve complex issues.
• Assist customers with network configuration and third-party integrations.

Skills

OSI Model knowledge

Networking routing & switching

Customer service

Team collaboration

Problem solving

Job description

ExtraHop is seeking a Global Support Engineer I to join a remote-first, flexible shift team supporting customers with network visibility and security tooling.

You will resolve technical issues, deploy hardware/firmware, collaborate across teams, and grow your career in a fast-paced B2B environment.

Two years in B2B tech support, OSI model expertise, and networking knowledge required; Unix/Linux and cybersecurity certifications preferred.