Technical Support Engineer I

$54,000 - $66,000/Yr

Extrahop Networks - Dallas, TX

Full-time - Entry Level

Remote - Dallas, TX

Publishing Industries

About the position

ExtraHop Networks, Inc. is on a mission to protect and propagate trust by revealing the cybertruth: the truth about the attackers already inside an organization's network, the truth about what they're doing, and how to stop them at top speed. As a Technical Support Engineer I, you will play a crucial role in this mission by providing exceptional support to our customers. This position is designed for individuals who are eager to grow and develop their careers within the company. You will have the opportunity to work with a dynamic team and contribute to the success of our innovative cybersecurity solutions. In this role, you will be responsible for resolving technical issues faced by customers, utilizing a variety of internal resources and data analysis techniques. You will provide hardware and firmware deployment support for ExtraHop appliances, addressing issues related to data feeds from network infrastructure, virtual switches, and packet forwarders. Your ability to document incident cases, feature requests, and customer inquiries will be essential in maintaining clear communication and ensuring customer satisfaction. You will also act as the single point of contact for customer questions and concerns, providing professional and concise communication throughout the support process. As part of the Support team, you will collaborate with the Remote Data Analysis team to prepare analysis reports and contribute to the overall success of the department. This position offers a unique opportunity to prove your worth and develop a strong foundation for career growth within ExtraHop, whether in Support or other business units. We are looking for individuals who are passionate about technology and customer service, and who are ready to take on the challenges of a fast-paced environment.

Responsibilities

• Provide hardware and firmware deployment support for ExtraHop appliances, including issues with data feeds from network infrastructure, virtual switches, and packet forwarders.
• Document incident cases, feature requests, and customer questions.
• Escalate technical cases to the appropriate technical resource.
• Act as the single point of contact for customer questions and concerns.
• Provide professional, concise communication with customers.
• Act as a team player to augment the Remote Data Analysis team duties including preparation of analysis reports.

Requirements

• At least one year of experience in IS or IT.
• Experience with Unix/Linux based operating systems.
• Working knowledge of networking and virtual systems.
• Working knowledge of the OSI Model.
• Excellent customer service, organizational, and documentation skills.
• Working knowledge of networking protocols including TCP/IP, DNS, DHCP, and multicast.
• Working knowledge of application protocols including HTTP, SSL, FTP, SMTP, and LDAP.
• Four-year degree or equivalent in a related discipline such as information technology, computer science, business, or engineering.

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