Remote Network Support Engineer I

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

Benefits offered by this job

Health, Dental, and Vision Benefits

Flexible PTO

Volunteer time

Annual discretionary bonus plan

FSA/Dependent Care

Educational Reimbursement

401k with employer match

Parental Leave

Job summary

ExtraHop is seeking a Global Support Engineer I to join our remote-first, flexible shift team. You will support hardware and firmware deployment for appliances, troubleshoot with KCS, and be the single point of contact for customers across networks.

In this growth role, you’ll work with cross-functional teams, learn advanced networking concepts, and help customers optimize their infrastructure while advancing your career in a fast-paced security-focused company.

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.

Responsibilities

• Provide hardware and firmware deployment support for appliances.
• Engage in troubleshooting activities, following guidance and existing documentation.
• Assist with initial stages of ticket handling and escalate when necessary.
• Work with cross-functional teams to gain deeper 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.
• Act as the single point of contact for customer questions and concerns.

Skills

OSI Model knowledge

Networking routing/switching

Customer service

Documentation

Team collaboration

Tools

Unix/Linux

Javascript

Job description

ExtraHop is seeking a Global Support Engineer I to join our remote-first, flexible shift team. You will support hardware and firmware deployment for appliances, troubleshoot with KCS, and be the single point of contact for customers across networks.

In this growth role, you’ll work with cross-functional teams, learn advanced networking concepts, and help customers optimize their infrastructure while advancing your career in a fast-paced security-focused company.