Support Engineer
We are ExtraHop. We're on a mission to provide security teams with the intelligence they need to confront and stop advanced threats like supply chain attacks, zero day exploits, and ransomware attacks. Cyber attackers still have the advantage. We’re taking it back with creativity, intellectual curiosity, and a sense of humor. Are you ready to help us reclaim the upper hand?
We’re growing fast and we’re looking for people who love to build things: products, companies, markets, and their careers! Think you have what it takes to work on one of the best teams in the industry? Read on.
We are looking for a Support Engineer who can be flexible on shifts. This is a growth role and a great entry point for an ExtraHop career. Real opportunities exist for career advancement within Support or in other business units. Support is the place to prove your worth and develop a base for career growth in the company.
Duties and Responsibilities
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
Required Qualifications and Experience
We’re looking for a Support Engineer who can help us grow to the next level as a company. As a starting point for this hands-on position, you’ll need the following background:
- 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
ABOUT EXTRAHOP
Cyberattackers have the advantage. ExtraHop is on a mission to help you take it back with security that can’t be undermined, outsmarted, or compromised. Our dynamic cyber defense platform, Reveal(x) 360, helps organizations detect and respond to advanced threats––before they compromise business operations. We apply cloud-scale AI to petabytes of traffic per day, performing line-rate decryption and behavioral analysis across all infrastructure, workloads, and data-in-flight. With complete visibility from ExtraHop, enterprises can detect malicious behavior, hunt advanced threats, and forensically investigate any incident with confidence.
ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. In 2020, we’ve already been named a “Best Place to Work” by Inc., Computerworld, BuiltIn Seattle and Seattle Business Magazine, and we’ve been named to Wealthfront’s Career-Launching Companies list for the last four years. Forbes named ExtraHop to its 2020 AI 50 List, as well as the list of “20 Best Cybersecurity Startups to Watch.” In 2019 and 2020, JMP Securities put ExtraHop on its Elite 80 List as one of the most strategically positioned private companies in the cybersecurity industry. SC Media has named ExtraHop an Industry Innovator for enterprise network detection and response for the past two years.
We offer compelling benefits* to our employees, including:
- Health, dental, and vision benefits
- Generous Paid Time Off and Holidays + Paid Volunteer Time
- FSA and Dependent Care Accounts + EAP where applicable
- Educational Reimbursement
- 401k or Pension where applicable
- Pet Insurance (US only)
*Benefits outside of the US vary by region.
We are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment. At ExtraHop, we believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation of our success.
We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including potential pregnancy, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability , HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.
Our people are our most important competitive advantage, leading the charge against nation-states, cyber criminals, and insider threats. Ready to join us?