Technical Support Engineer I

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

$54000- $66000 + benefits+ options

Applicants must be authorized to work for ANY employer in the U.S.  We are unable to sponsor or assume sponsorship of an employment Visa at this time.