Support Manager
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?
The Support Manager works with customers and ExtraHop staff to ensure prompt resolution of customer reported issues. The role requires demonstrated technical and leadership capabilities. The manager effectively leads personnel, drives priorities, understands product release implications, and performs some release validation efforts. Detailed analysis of support, product release, and quality metrics are used to enhance best practice methods.
This Seattle-based role will support the Asia-Pacific region (APAC). Hours are flexible but will include late afternoons and evenings.
The candidate should work effectively in cross-functional teams and be committed to advancing a culture of innovation, commitment to customer success, and fun.
Responsibilities:
- Provide exceptional product support for all ExtraHop customers and field teams
- Develop, manage and grow a global, "follow the sun" customer support organization
- Be a focal point for communication with ExtraHop field representatives
- Become a product expert in ExtraHop applications
- Assist with addressing customer escalations
- Perform reviews of technical scope, design, and configuration of ExtraHop applications and platform in support of client or partner deployment requirements
- Conduct production readiness reviews of the ExtraHop platform
- Manage the creation and curation of support knowledge
- Conduct client-facing technical and support discussions
- Manage process of customer product change requests and feedback
- Mentor support team on technical and communication techniques
- Facilitate handoff of customer issues to professional service teams
Ideal Candidate:
- Technically hands-on with product support issues
- Excellent communicator with customers and internal teams
- Understands the support case process from initial call to resolution
- Experience managing multiple modes of customer communication (email, web, phone and chat)
- 5+ years of experience with technical product support management, or all tiers of technical IT support.
- Highly desirable experience with software development, and ExtraHop software
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?