Remote Support Engineer I - Networking & Security

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

Benefits offered by this job

Health, Dental, Vision Benefits

Hybrid and Remote Work Model

Educational Reimbursement

401k with Employer Match

Parental Leave

Job summary

ExtraHop is seeking a Global Support Engineer I to support a remote-first, flexible shift schedule. This growth role will expand your knowledge of networking infrastructure as a service while solving technical issues for customers in a fast-paced security environment.

You will deploy hardware/firmware, participate in knowledge-driven support, and collaborate with experienced engineers. Schedule: 8am-5pm EST; salary range $60,000-$65,000 with bonus 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.
• Excellent customer service, organizational, and documentation skills.

Responsibilities

• Provide hardware and firmware deployment support for appliances.
• Engage in troubleshooting activities and follow documentation.
• Assist with initial stages of ticket handling and escalate when necessary.
• Work with cross-functional teams to gain deeper insights into complex issues.
• Communicate with customers professionally via phone, ticketing system, and video conferencing.
• Attend regular in-office meetings/training as applicable.

Skills

B2B Technical Support

OSI Model knowledge

Networking concepts

Customer service

Team collaboration

Ability to work under pressure

Tools

Unix/Linux

Ticketing system

Job description

ExtraHop is seeking a Global Support Engineer I to support a remote-first, flexible shift schedule. This growth role will expand your knowledge of networking infrastructure as a service while solving technical issues for customers in a fast-paced security environment.

You will deploy hardware/firmware, participate in knowledge-driven support, and collaborate with experienced engineers. Schedule: 8am-5pm EST; salary range $60,000-$65,000 with bonus and benefits.