> Markdown version of [/jobs/ext/3030224-global-support-engineer-i](https://www.wearedevelopers.com/jobs/ext/3030224-global-support-engineer-i). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Global Support Engineer I - **Company:** Extrahop Networks, Inc. - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $60,000.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Data Analysis, CompTIA Network+, CompTIA Security+, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Firmware, Network Topologies, Issue Tracking Systems, OSI Models, Network Architecture, Transmission Control Protocol (TCP), Computer Networking Systems - **Published:** September 22, 2026 - **Apply:** https://startup.jobs/support-engineer-i-raleigh-nc-extrahop-10142751 ## About the Role * 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. * 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. Preferred Qualifications * 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+) ## Description 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 ## Related Videos - [Embracing the Hybrid Cloud: Unlocking Success with Open Source Technologies](https://www.wearedevelopers.com/videos/883-embracing-the-hybrid-cloud-unlocking-success-with-open-source-technologies) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [What Makes Open Source Work: Licensing and Beyond](https://www.wearedevelopers.com/videos/1416-what-makes-open-source-work-licensing-and-beyond) - [Playing Pong on a shoulder press machine](https://www.wearedevelopers.com/videos/100140-playing-pong-on-a-shoulder-press-machine) - [Cyber Sleuth: Finding Hidden Connections in Cyber Data](https://www.wearedevelopers.com/videos/893-cyber-sleuth-finding-hidden-connections-in-cyber-data) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)