Support Engineer I ExtraHop

HelpfulRemote; Dallas, Northern (TX, KY); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Bonus

Benefits package

Job summary

HelpfulRemote is seeking a remote-first technical support specialist to assist business customers with network security appliances. You will deploy hardware/firmware, assist with networking and virtualization configuration, and manage tickets via phone, chat, and video.

A strong customer-service mindset and documentation skills are essential. Two+ years in B2B tech support, OSI model knowledge, and routing/switching expertise are expected; Unix/Linux experience and cybersecurity concepts are a

Qualifications

• Minimum 2 years of B2B technical support experience.
• Solid understanding of the OSI model.
• Knowledge of network routing and switching concepts.
• Strong customer service, documentation, and collaboration skills.
• Experience with Unix/Linux; cybersecurity concepts; networking certifications a plus.

Responsibilities

• Support hardware and firmware deployment for network security appliances.
• Provide configuration help for networking and virtualization setups.
• Handle customer tickets via phone, chat, and video.
• Collaborate with the global team and communicate with customers under pressure.

Skills

B2B technical support experience

Customer service

Documentation

Collaboration

Troubleshooting

Tools

Unix/Linux

Networking certifications

Job description

This role sits on a global technical support team helping business customers troubleshoot issues with network security appliances. Work includes hardware and firmware deployment support, configuration help for networking and virtualization setups, ticket handling, and communicating with customers by phone, chat, and video about their systems.

Candidates should have at least two years of B2B technical support experience, a solid understanding of the OSI model, and knowledge of network routing and switching concepts. Strong customer service, documentation, and collaboration skills are needed, along with the ability to work well under pressure. Experience with Unix/Linux, cybersecurity concepts, or networking certifications is a plus.

This is a remote-first position with a flexible shift schedule (11am-8pm CST) that includes occasional in-office meetings no more than monthly and annual in-person training. The salary range is $60,000-$65,000 plus bonus and benefits.