Support Engineer I

closed
ExtraHop Logo

ExtraHop

πŸ’΅ $50k-$60k
πŸ“Remote - United States

Summary

Join ExtraHop's Global Support Engineering team as a remote-first, flexible-schedule engineer. This growth role offers opportunities to enhance your career while gaining hands-on experience with network infrastructure as a service. You will resolve technical issues, provide data analysis, and support hardware/firmware deployment. Collaborate with experienced engineers, assist customers with configuration, and utilize a ticketing system for efficient work management. The role requires excellent customer service and in-depth knowledge of networking concepts. ExtraHop offers a competitive salary and benefits package.

Requirements

  • Two years of experience in IS or ITβ€”this 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
  • Work cooperatively with others within the organization and other cross-functional stakeholders
  • Work well in fast-paced, high-stress environments
  • Has predictable, reliable attendance

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
This job is filled or no longer available