Support Engineer I

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 IT—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