Support Engineer I - Dallas, TX

ExtraHop • Dallas, TX

11d • Remote

About The Position

At ExtraHop, we’re on a mission to protect and empower the connected enterprise. We reveal what is happening in the very infrastructure that sustains businesses, lives, and communities, and ensure the integrity of networks, data, systems, and processes. Organizations rely on ExtraHop to provide visibility into the cyber threats, vulnerabilities, and network performance issues that evade their existing security and IT tools. With this insight, organizations can investigate smarter, stop threats faster, and keep operations running. Our mission is fueled by a profound social and moral responsibility to be the best at what we do, ensuring a secure world where everyone can thrive. If this sounds like a place you’d like to spend the next chapter of your career, we’d love to hear from you. Position Summary We are looking for a Global Support Engineer I who can support a remote-first, flexible shift schedule. This is a growth role—you will advance your career as a support engineering professional while simultaneously increasing your knowledge and hands-on experience with networking infrastructure as a service. You will regularly support interesting and challenging technical matters and questions and bring clarity to our customers as they leverage our tools to secure their networks in an ever-changing security threat landscape.

Requirements

• Two years of experience in B2B Technical Support —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.

Nice To Haves

• Experience with Unix/Linux-based operating systems.
• An understanding of cybersecurity concepts, terminology and tools
• Javascript familiarity and comfort.
• Certifications in networking or infrastructure (like CompTIA Network+).
• Certifications in Cyber Security (like CompTia Security+)

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 and cross functional teams to gain deeper insights into complex issues.
• Assist customers with configuration of network infrastructure, virtualization, and third-party integrations.
• Assist customers with hardware support and replacement.
• 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 phone, ticketing system, and video conferencing.
• Pair your existing knowledge with a continuous learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues.
• Attend regular “in-office” meetings (limited to no more than monthly) and annual in-office training sessions

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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed