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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in B2B Technical Support with a strong understanding of network infrastructure, troubleshooting methodologies, and customer service excellence. Proficient in utilizing ticketing systems and collaborating with cross-functional teams to resolve complex technical issues.
Highest-signal resume keywords
B2B Technical Support ExperienceOSI Model KnowledgeNetwork Infrastructure Routing and SwitchingTroubleshooting Complex IncidentsCompTIA Network+ Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Network ProtocolsDHCPTCPDNS ResolutionTLSHTTPSSONetwork TopologiesUnix/Linux Operating SystemsJavascript Familiarity
Soft Skills
Excellent Customer ServiceOrganizational SkillsDocumentation SkillsCooperative TeamworkAbility to Work in High-Stress Environments
Tools & Technologies
Ticketing SystemVideo Conferencing Tools
Certifications & Qualifications
CompTIA Network+CompTIA Security+
Industry Keywords
Cybersecurity ConceptsKnowledge Centered Services (KCS)Data TraversalThird-Party IntegrationsHardware Support
Tech Stack
Tools & technologiesCyber SecurityDNSJavaScriptLinuxSwitchingUnix
About the role
Key responsibilities & impact- Support customers in resolving technical issues with ExtraHop products using internal resources and data analysis
- Provide hardware and firmware deployment support for appliances
- 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 initial ticket handling and escalate when necessary
- Collaborate with experienced engineers and cross-functional teams on complex issues
- Assist customers with configuration of network infrastructure, virtualization, and third-party integrations
- Assist customers with hardware support and replacement
- Use a ticketing system to update, communicate, and complete work items
- Act as the single point of contact for customer questions and concerns
- Communicate with customers via phone, ticketing system, and video conferencing
- Attend regular in-office meetings, limited to no more than monthly
- Attend annual in-office training sessions
Requirements
What you’ll need- 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
- Schedule: 8am-5pm EST
- Preferred: Experience with Unix/Linux-based operating systems
- Preferred: Understanding of cybersecurity concepts, terminology and tools
- Preferred: Javascript familiarity and comfort
- Preferred: Certifications in networking or infrastructure, such as CompTIA Network+
- Preferred: Certifications in Cyber Security, such as CompTIA Security+
Benefits
Comp & perks- Bonus
- Health, Dental, and Vision Benefits
- Flexible PTO
- Sick Time Prorated Based on Date of Hire
- All Federal Holidays (US Only)
- 3 Days of Paid Volunteer Time
- Annual Discretionary Bonus Plan eligibility for non-commissioned positions
- 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