Remote Support Engineer I: Networking & Security

Doist; Raleigh (NC); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Flexible PTO

Holiday and volunteer time

Job summary

ExtraHop is seeking a Global Support Engineer I to provide remote-first, flexible shift support, growing expertise in networking infrastructure as a service. You will handle hardware deployment, troubleshooting, and customer interactions while collaborating with cross-functional teams to resolve complex issues and deliver high-quality service.

You will engage in Knowledge Centered Services, escalate when needed, and participate in in-office trainings.

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 and follow guidance and existing documentation.
• Assist with initial ticket handling and escalate when necessary.
• Collaborate with engineers and cross-functional teams for deeper insights.
• Assist customers with network configuration, virtualization, and third-party integrations.
• Update and communicate progress using a ticketing system.
• Serve as single point of contact for customer questions and concerns.

Skills

OSI Model knowledge

Network routing & switching

Customer service

Documentation

Unix/Linux experience

Fast-paced environments

Job description

ExtraHop is seeking a Global Support Engineer I to provide remote-first, flexible shift support, growing expertise in networking infrastructure as a service. You will handle hardware deployment, troubleshooting, and customer interactions while collaborating with cross-functional teams to resolve complex issues and deliver high-quality service.

You will engage in Knowledge Centered Services, escalate when needed, and participate in in-office trainings.