Job Description
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 are looking for a Global Support Engineer who can support a remote-first, flexible shift schedule. This is a growth role - you will advance your career as a support engineering professional while simultaneously increasing your knowledge and hands on experience with networking infrastructure as a service. You will regularly tackle interesting and challenging questions and bring clarity to our customers as they leverage our tools to secure their networks in an ever-changing threat landscape.Â
Duties and ResponsibilitiesÂAs a member of the Global Technical Support team, you will work with customers to resolve technical issues with our product(s) using a variety of internal resources and provide data analysis to understand and troubleshoot systems. Your day to day responsibilities could include any of the following:Â Â Â Â
- Provide hardware and firmware deployment support for ExtraHop appliances
- Assist customers with configuration of network infrastructure, virtualization, and third party integrations
- Utilizing a ticketing system, update, communicate, and move work items to completion
- Work with various internal and external teams to resolve customer issues
- Act as the single point of contact for customer questions and concerns
- Rapidly recognize critical issues and be able to provide the appropriate level urgency driving resolutions
- Communicate with customers in a highly professional manner via various channels including email, phone, ticketing system, and video conferencing
- Pair your existing knowledge with a learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues
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 should bring:
- Two years of experience in IS or IT - this is not an entry level position
- In-depth knowledge of the OSI Model
- Understanding of network infrastructure routing switching conceptsÂ
- Excellent customer service, organizational, and documentation skills
In addition, you would stand out if you brought:
- Experience with Unix/Linux based operating systems
- An understanding of cybersecurity concepts and terminology
- Javascript familiarity and comfortÂ
- Certifications in networking or infrastructure (like CompTIA)
$63,000- $78,000 + benefits+ options
#remote
#LI-CS1
ABOUT EXTRAHOPÂ
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.
Benefits/perks listed below may vary depending on the nature of your employment with ExtraHop and the country where you work.
- Health, dental, and vision benefits
- Honor System PTO and 9 Holidays (US only) + 3 Days of Paid Volunteer TimeÂ
- Non-Commissioned positions are eligible to participate in annual discretionary bonus plan
- FSA and Dependent Care Accounts + EAP where applicable
- Educational ReimbursementÂ
- 401k with employer match or Pension where applicable
- Pet Insurance (US only)
- Parental Leave (US Only)
- Hybrid and Remote Work Model
*Candidates should note that the Company may modify reporting relationships, job titles and compensation, including commissions and benefits, from time to time at its sole discretion, as it deems necessary, with or without prior notice.
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.Â
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?   #Extrahop #Security #NDR #informationsecurity #cybersecurity #cloudsecurity #infosec #LI-RemoteÂ
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Date Posted
05/26/2023
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