Remote Global Support Engineer – Networking & Security

ExtraHop Networks, Inc.; Raleigh, Northern (NC, KY); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health, Dental, Vision benefits

Flexible PTO & Sick Time

Educational reimbursement

401k with employer match

Parental leave

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. You will resolve technical issues with our product and provide data analysis to troubleshoot networks for our customers.

Two years in B2B technical support, OSI expertise, and networking knowledge are required. The role offers a growing career path in security-focused network infrastructure, with a salary in the $60k–$65k range plus bonuses and benefits.

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.
• Knowledge of protocols, DHCP, TCP, DNS, TLS, HTTP and SSO.
• Ability to translate technical concepts into troubleshooting best practices.
• Ability to troubleshoot complex architectural incidents.

Responsibilities

• Provide hardware and firmware deployment support for appliances.
• Engage in troubleshooting activities using documented guidance.
• Assist with initial stages of ticket handling and escalate when necessary.
• Work with senior engineers and cross-functional teams for complex issues.
• Assist customers with network infrastructure configuration and integrations.
• Communicate with customers professionally via phone, tickets, and video.

Skills

B2B Tech Support

OSI Model

Networking fundamentals

TLS/DNS/HTTP

Troubleshooting

Customer service

Team collaboration

Job description

ExtraHop Networks, Inc. is seeking a Global Support Engineer I to support a remote-first, flexible shift schedule. You will resolve technical issues with our product and provide data analysis to troubleshoot networks for our customers.

Two years in B2B technical support, OSI expertise, and networking knowledge are required. The role offers a growing career path in security-focused network infrastructure, with a salary in the $60k–$65k range plus bonuses and benefits.