Support Engineer I
New
E
ExtraHopCybersecurity
Location: Raleigh, NC | Remote, 8am-5pm ESTFull-TimeEntry
Salary$60,000 - $65,000 + bonus + benefits
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Job Details
- Experience
- Two years of experience in B2B Technical Support
- Required Skills
- NetworkingTechnical support
Requirements
- Two years of experience in B2B Technical Support.
- In-depth knowledge of the OSI model.
- Understanding of network infrastructure routing and switching concepts.
- In-depth knowledge of data traversal within an internal environment and its interaction with external networks.
- Specific networking knowledge related to protocols, DHCP, TCP, DNS resolution, TLS and TLS connection establishment, HTTP, SSO, network topologies, etc.
- Ability to translate technical concepts into applicable troubleshooting best practices.
- Ability to troubleshoot complex architectural incidents based on the application or incident.
- Excellent customer service, organizational, and documentation skills.
- Ability to work cooperatively with others within the organization and other cross-functional stakeholders.
- Ability to work well in fast-paced, high-stress environments.
- 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 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.
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