Support Engineer

| Seattle
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Big Data, the cloud, elastic computing, SaaS, AWS, BYOD, HPC, SDN—we do it all. The solutions we build at ExtraHop are transforming the IT industry. From retail websites and point-of-sale systems to financial services and the healthcare industry, ExtraHop helps modern businesses handle the growing demands on their applications and infrastructures.

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:

  • Four-year degree or equivalent in a related discipline such as information technology, computer science, business, or engineering
  • At least two 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

About ExtraHop

At ExtraHop, we create great products because we give talented employees the freedom to be intellectually curious and creative. We seek a diversity of perspectives and foster employee quirkiness and spunk to help drive innovation. Every ExtraHop employee knows that we’re all in this together and that work is an important part of life so it should be fun. A sense of humor is required here, seriously!

We are the global leader with a novel approach to Security and IT Operational Analytics. Our market opportunity is greater than $20B and our solutions span all industries. Pretty neat, huh? If you want to join a fun team that produces award-winning products that provide tremendous business value and delight customers, then ExtraHop is the company for you!

Founded by engineers, ExtraHop is a Seattle-based technology company that delivers elegant solutions for the tech industry’s most challenging problems. 

As a privately held fast-growing technology leader in the $20B IT operations management space, ExtraHop Networks is positioned to be the next great systems company. We are known as innovators who take a smart, creative approach to solving problems. Our ExtraHop team and product line have received many awards, including wins in multiple categories of Best of Interop, a Gold Medal prize in Puget Sound Business Journal’s annual list of Washington’s Best Workplaces, and several Gold Stevie American Business Awards.

ExtraHop is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • AsanaManagement
    • JIRAManagement
    • DrupalCMS
    • SalesforceCRM
    • Oracle EloquaLead Gen

Location

ExtraHop is located in the heart of downtown Seattle, with easy access to transportation, restaurants, retail, entertainment and stunning views.

An Insider's view of ExtraHop

How does your team reward individual success?

To us, success means not only accomplishments but also learning. We widely proclaim mistakes we've made and how to avoid them, & celebrate the large ones with a trophy we’ve all proudly displayed on our desk at one time or another. Innovation and creativity - two things we hold in high regard at ExtraHop - are stifled in environments based on fear.

Bri Hatch

IT

What projects are you most excited about?

We have such an amazing opportunity right now in the security market. Everyday I am challenged and excited about the solutions we are able to offer our customers to detect breaches having the best visibility to their network, or cloud environment to know what is going on.

Shwetha

R&D

How has your career grown since starting at the company?

I started here 7 years ago, as a department of 1. Now I lead 2 functions and have grown the team exponentially, including global expansions. This was possible because we have leaders that believe in us and are willing to coach and mentor us. I have learned from the best and try to offer that to my team every day.

Beth

Accounting

What are ExtraHop Perks + Benefits

Culture
Volunteer in local community
Get paid to volunteer! ExtraHop introduced 24 hours of paid VTO or Volunteering Time Off this year. So far the greatest recipient of volunteer hours is a non-profit focused on food insecurity.
Partners with Nonprofits
ExtraHop has partnered with IGNITE and The Mona Bailey Institute for years.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Education, a pillar of our DEI Framework, includes a 2-part series on unconscious bias and inclusivity. As part of the program, we crowdsourced formal inclusive meeting norms from ExtraHoppers.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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