Support Engineer I
ExtraHop
πRemote - United States
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Job highlights
Summary
Join ExtraHop's Global Support Engineering team as a remote-first, flexible-schedule Support Engineer. This growth role offers opportunities to advance your career while gaining hands-on experience with network infrastructure as a service. You will resolve technical issues, provide data analysis, and collaborate with experienced engineers. The position requires two years of IS/IT experience, in-depth OSI model knowledge, and excellent customer service skills. You will work directly with customers, troubleshooting issues and providing support for hardware, firmware, and network configurations. ExtraHop offers a supportive and inclusive work environment with various benefits.
Requirements
- Two years of experience in IS or ITβthis is not an entry-level position
- 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 our appliances
- Actively participate in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions
- Engage in troubleshooting activities, following guidance and existing documentation
- Assist with the initial stages of ticket handling and escalate when necessary
- Work collaboratively with more experienced engineers to gain deeper insights into complex issues
- Assist customers with configuration of network infrastructure, virtualization, and third-party integrations
- Utilize a ticketing system to update, communicate, and move work items to completion
- Act as the single point of contact for customer questions and concerns
- Communicate with customers in a highly professional manner via various channels including email, phone, ticketing system, and video conferencing
- Pair your existing knowledge with a learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues
Preferred Qualifications
- Experience with Unix/Linux-based operating systems
- An understanding of cybersecurity concepts and terminology
- Javascript familiarity and comfort
- Certifications in networking or infrastructure (like CompTIA)
Benefits
- Health, Dental, and Vision Benefits
- Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
- Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan
- FSA and Dependent Care Accounts + EAP, where applicable
- Educational Reimbursement
- 401k with Employer Match or Pension where applicable
- Pet Insurance (US Only)
- Parental Leave (US Only)
- Hybrid and Remote Work Model
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