Support Engineer I - Raleigh, NC

Role overview Provide first-response technical support for a network detection and response platform that helps security operations centers investigate threats across hybrid infrastructure. This is a growth-oriented Support Engineer I role for someone with real B2B support experience who wants to deepen their networking and security skills on a remote-first schedule based in Raleigh, NC.

Responsibilities - Deliver hardware and firmware deployment support for physical appliances. - Participate in knowledge-centered service practices by learning from existing documentation and contributing back to internal discussions. - Assist with initial ticket handling, troubleshooting, and escalation as needed. - Help customers configure network infrastructure, virtualization, and third-party integrations, including hardware replacement support. - Manage work through a ticketing system, communicating clearly by phone, ticket, and video. - Collaborate with senior engineers and cross-functional teams to understand complex issues and act as a steady point of contact for customer questions.

Requirements - At least two years of B2B technical support experience; this is not an entry-level position. - Deep familiarity with the OSI model and routing and switching concepts. - Working knowledge of data traversal inside enterprise environments, plus protocols such as DHCP, TCP, DNS, TLS, HTTP, and SSO. - Ability to translate technical concepts into actionable troubleshooting guidance. - Skill in diagnosing complex incidents spanning applications, networks, or infrastructure. - Strong customer service, organization, and documentation habits, with the ability to remain effective in fast-paced, high-pressure situations. - Dependable attendance and openness to periodic in-office meetings and annual training.

Nice to have - Comfort with Unix or Linux operating systems. - Familiarity with cybersecurity concepts, terminology, and tooling. - Light scripting experience in JavaScript. - Certifications such as CompTIA Network+ or CompTIA Security+.

Benefits and work setup - Schedule is 8:00 a.m. to 5:00 p.m. Eastern Time on a remote-first, flexible shift model with limited monthly in-office meetings and annual training. - Base salary range of $60,000 to $65,000 plus bonus eligibility. - Health, dental, and vision benefits; flexible PTO; prorated sick time; federal holidays plus three paid volunteer days. - Annual discretionary bonus plan for non-commissioned roles, FSA and dependent care accounts, an employee assistance program, educational reimbursement, 401(k) with employer match, pet insurance, and parental leave, all delivered under a hybrid and remote work model.