Support Engineer

ExtraHop Networks: Support Engineer

ExtraHop Support Engineer – download a PDF version of this job description here

Do you want to solve problems instead of sitting through meetings? Do you work better as part of a small, focused team? Do you want to feel a sense of ownership in what you do and make a real impact? So do we. We are looking for individuals who love technology, appreciate elegant solutions to hard problems, and want to learn new things.

Sense of humor required…Seriously.

ExtraHop Networks is more than just the products we engineer and sell. We’ve built our company from the ground up with the idea of creating great jobs for great people. As a fast-paced startup, each day offers new opportunities to innovate in all areas of the company. We value quality and integrity in everything we do, from interacting with customers to developing the best technology in the industry.

If you are smart, love technology, and share our philosophy, we would like to hear from you. This key position requires someone who can handle tier-1 customer phone and email support, provide hands-on support for building and configuring ExtraHop appliances, manage component inventory, and coordinate product shipments for evaluation and sale. 

This position provides a great opportunity for someone starting out in the technology field to grow their skill set and advance to other areas within the company.

Founded in 2007 by Jesse Rothstein and Raja Mukerji, engineering veterans from F5 Networks and architects of the BIG-IP v9 product, ExtraHop Networks is a privately held company and is headquartered in Seattle, Washington. The company’s award-winning ExtraHop Application Delivery Assurance system is the industry’s first completely passive network appliance that provides application-level visibility with no agents, configuration, or overhead. The innovative ExtraHop system solves some of the toughest challenges in network and application management and helps to keep applications running at network speed.

At ExtraHop Networks, we are focused on building a great company that delivers superior technology and solutions for our customers. We are competitive and professional and enjoy both working and playing hard. Our hiring process is rigorous and selective in nature, designed to provide a great opportunity for career advancement as well as to create a tightly knit team built on mutual respect and trust. We promise an environment where you will have an opportunity to shape your career while playing an instrumental role in building the next great systems company.

• Work with customers to resolve all technical issues
• Provide hardware and firmware deployment support for ExtraHop appliances
• Document incident cases
• Document feature requests
• Document customer questions
• Escalate technical cases to an appropriate technical resource
• Effectively manage the technical aspects of both local and remote customer interaction through a combination of conference calls, remote screen sharing, and in-person meetings
• Independently coordinate and manage all aspects of technical product assessments,
• from installing the appliance to helping existing customers interpret data in the context of their environment
• Provide post-sales follow-ups, technical training, and consulting
• Ensure total customer satisfaction with the customer's implementation experience

• Four-year degree or equivalent in a related discipline (for example, information technology, computer science, business, or engineering)
• Enthusiasm and willingness to stretch beyond your comfort zone to learn new technology
• Interest in assembling computer hardware
• Exposure to Unix/Linux-based operating systems
• Excellent customer service skills
• Excellent documentation skills
• Excellent organizational skills
• Solid understanding of the OSI model and excellent working knowledge of the key protocols from Layer 2 through Layer 7 including ARP, IP, TCP, UDP, and HTTP
• Excellent organizational, interpersonal, and leadership skills
• Outstanding communication (verbal and written) and presentation skills
• Ability to learn new technologies very quickly and have an ongoing desire to stay current with the software market and the latest technologies
• Strong problem-solving skills: must be capable of accurately assessing needs,
• maintaining a calm business demeanor, and taking quick action to resolve issues
• Protocol-level understanding of how various software components involved in
• enterprise service delivery interact, including web servers, application servers, databases, web services, mainframes, network attached storage, and so forth
• Comprehensive understanding of networking protocols (TCP/IP, DNS, DHCP, Multicast, and so forth)
• Comprehensive understanding of application protocols (HTTP, SSL, FTP, SMTP, LDAP, and so forth)
• Willingness to do what is necessary, including administrative tasks, inventory management, builds, onsite deployments, and other related tasks