Remote Network Support Engineer I

ExtraHop Networks, Inc.; Raleigh (NC); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Hybrid and remote work model

Flexible PTO and holidays

Job summary

ExtraHop Networks, Inc. is seeking a Global Support Engineer I to join a remote-first, flexible shift team. You will grow as a support engineer while expanding hands-on experience with networking infrastructure as a service and assist customers in securing their networks against evolving threats.

The role emphasizes handling technical inquiries, resolving issues with product ecosystems, and collaborating with cross-functional teams. A growth mindset and professional communication are essential.

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.
• Ability to work with cross-functional teams in fast-paced environments.

Responsibilities

• Provide hardware and firmware deployment support for appliances.
• Participate in Knowledge Centered Services (KCS) and contribute to discussions.
• Troubleshoot using guidance and existing documentation.
• Assist with initial stages of ticket handling and escalate when needed.
• Collaborate with engineers and cross-functional teams to resolve complex issues.
• Assist customers with configuration of network infrastructure, virtualization, and third‑party integrations.
• Support hardware and replacement activities.
• Use a ticketing system to update and close work items.
• Serve as single point of contact for customer questions and concerns.

Skills

OSI Model Knowledge

Network routing & switching

Unix/Linux basics

Customer service

Documentation

Job description

ExtraHop Networks, Inc. is seeking a Global Support Engineer I to join a remote-first, flexible shift team. You will grow as a support engineer while expanding hands-on experience with networking infrastructure as a service and assist customers in securing their networks against evolving threats.

The role emphasizes handling technical inquiries, resolving issues with product ecosystems, and collaborating with cross-functional teams. A growth mindset and professional communication are essential.