Support Engineer, ExtraHop

• 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

Desirable

• 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
• As a member of the Global Support Engineering team, you will work with customers to resolve technical issues with our product(s) using a variety of internal resources and provide data analysis to understand and troubleshoot systems. Your day-to-day responsibilities could include any of the following:
• 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
• Schedule: 9am-6pm