Remote Network Support Engineer I

ExtraHop Networks, Inc.; Dallas (TX); Remote; USD 60,000 - 85,000; Full time

Job summary

ExtraHop Networks, Inc. is seeking a Global Support Engineer I to support a remote-first, flexible shift schedule.

This role offers growth opportunities as you expand your knowledge of networking infrastructure as a service and help customers secure their networks in a changing threat landscape. You will resolve technical issues using internal resources, collaborate with cross functional teams, and contribute to knowledge-based support processes.

Responsibilities

• Provide hardware and firmware deployment support for our appliances.
• Actively participate in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions.
• Engage in troubleshooting activities, following guidance and existing documentation.
• Assist with the initial stages of ticket handling and elevate when necessary.
• Work collaboratively with more experienced engineers and cross functional teams to gain deeper insights into complex issues.
• Assist customers with configuration of network infrastructure, virtualization, and third‑party integrations.
• Assist customers with hardware support and replacement.
• Utilize a ticketing system to update, communicate, and move work items to completion.

Job description

ExtraHop Networks, Inc. is seeking a Global Support Engineer I to support a remote-first, flexible shift schedule.

This role offers growth opportunities as you expand your knowledge of networking infrastructure as a service and help customers secure their networks in a changing threat landscape. You will resolve technical issues using internal resources, collaborate with cross functional teams, and contribute to knowledge-based support processes.