Remote Support Engineer I - Networking & Security

ExtraHop Networks, Inc.; Seattle (WA); Remote; USD 58,000 - 67,000; Full time

Benefits offered by this job

Health, Dental, and Vision Benefits

Flexible PTO & Holidays

401k with match

Job summary

ExtraHop Networks, Inc. is seeking a Global Support Engineer I to join a remote-first team with a flexible shift. The role focuses on supporting customers, resolving technical issues, and gaining hands-on experience with networking infrastructure as a service.

You will work with customers across hardware deployment, configuration of network infrastructure, and collaborations with cross-functional teams to troubleshoot complex issues while advancing your career in a growing environment.

Qualifications

• Two years in B2B Technical Support (not entry-level).
• Deep knowledge of the OSI model and networking fundamentals.
• Experience with routing/switching concepts and data traversal in internal/external networks.
• Knowledge of protocols: DHCP, TCP, DNS, TLS, TLS connections, HTTP, SSO, and network topologies.
• Ability to translate complex concepts into practical troubleshooting steps.
• Ability to diagnose complex architectural incidents from applications or incidents.
• Excellent customer service, organizational, and documentation skills.
• Ability to collaborate with internal and cross-functional teams.
• Comfortable working in fast-paced, high-stress environments.

Responsibilities

• Provide hardware and firmware deployment support for appliances.
• Participate in Knowledge Centered Services (KCS) and leverage documented knowledge.
• Troubleshoot using guidance and existing documentation.
• Assist with initial ticket handling and escalate when needed.
• Collaborate with senior engineers and cross-functional teams for deeper insights.
• Help customers configure network infrastructure, virtualization, and 3rd-party integrations.
• Support hardware and replacement activities.
• Use a ticketing system to update and move work items to completion.
• Be the primary contact for customer questions and concerns.
• Maintain professional communication via phone, tickets, and video calls.
• Combine existing knowledge with a continuous learning mindset to elevate service.

Skills

OSI model

Networking routing & switching

Data traversal knowledge

Networking protocols (DHCP, TCP, DNS,

TLS/HTTP/SSO basics

Troubleshooting

Customer service

Cross-functional collaboration

Work under pressure

Job description

ExtraHop Networks, Inc. is seeking a Global Support Engineer I to join a remote-first team with a flexible shift. The role focuses on supporting customers, resolving technical issues, and gaining hands-on experience with networking infrastructure as a service.

You will work with customers across hardware deployment, configuration of network infrastructure, and collaborations with cross-functional teams to troubleshoot complex issues while advancing your career in a growing environment.