Technical Support Engineer

April 13

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ExtraHop

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Security Uncompromised

IT Management • IT Operations Management • Application Performance Management • User Experience Monitoring • IT Operations Analytics

501 - 1000

💰 $41M Series C on 2014-05

Description

• As part of the Support team, you will be both working with customers to resolve technical issues using a variety of internal resources and providing data analysis to understand and troubleshoot systems. • 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 years 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 • Honor System PTO and 9 Holidays (US only) + 3 Days of Paid Volunteer Time • Non-Commissioned positions are eligible to participate in annual discretionary bonus plan • FSA and Dependent Care Accounts + EAP where applicable