The Support Team Lead works with customers and ExtraHop staff to ensure prompt resolution of customer-reported issues. The role requires demonstrated technical and leadership capabilities. The lead effectively drives priorities, understands product functionality and architecture to troubleshoot cases in support,  Candidate needs to balance selected case work with providing team leadership. Detailed analysis of cases, queues, and workload metrics are used to enhance best practice methods.

This Seattle-based role will support the US region.  Hours are expected to be within the 6AM - 6PM PST timeframe and are mutually flexible based on needs. 

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:

• Review and manage case queues to assign actions to team members based on skill level, communications required, and caseload.
• Escalation point for the Support team and customers to provide the quickest path to resolution.
• Contribute to reviewing and training the support team on new releases for features, significant fixes, and support engagement.
• Contribute to brown bags for subjects needed, prioritization, content and delivery.
• Act as liaison for case hand off and communications for urgent or scheduled issues.
• Contribute to the execution of on time Communication Cadence by reviewing cases, queues, and workflow for execution and recommended improvements to the process.
• Execute case reviews by request from the customer and ExtraHop Team for both customer facing and internal audiences.
• Be a Mentor for new Support Engineers and provide recommendations for other mentors for the team.
• Act as a Liaison between Sales, Engineering, Support management to encourage collaboration.
• Assist with process of selecting, creating, reviewing and publishing knowledge articles for customer facing and internal audiences.
• Lead projects with the support team to optimize workflow, processes, best practices, and the customer experience.
• Provide exceptional product support for all ExtraHop customers and field teams
• Be a product expert in ExtraHop applications
• Lead the team in the creation and curation of support knowledge
• Mentor support team on technical and communication techniques
• Facilitate handoff of customer issues between support team members and into other teams
• Own High priority cases as needed to assist customers and team in accelerating resolution, providing mentorship to team members and sustaining their technical expertise. 

Ideal Candidate

• Proven ability to lead and provide guidance to the Support Team members and Management team Proven ability to work in high stress, time and resource bound role.
• Proven ability to find creative solutions for technical, team, and customer issues on all fronts
• Technically hands-on with product support issues
• Excellent communicator with customers and internal teams
• Understands the support case process from initial call to resolution 
• 5+ years of experience with technical product support, or all tiers of technical IT support.
• Highly desirable experience with ExtraHop products 

ABOUT EXTRAHOP 

ExtraHop is on a mission to arm security teams to confront active threats and stop breaches. Our Reveal(x) 360 platform, powered by cloud-scale AI, sees every threat without being seen. We analyze all cloud and network traffic in real-time to eliminate blind spots and detect threats that other tools miss, helping our customers respond to breaches up to 84 percent faster. 

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 covered at 100% for employees. 
• Long-term disability, short-term disability, and life insurance
• Generous Paid Time Off and Holidays + Paid Volunteer Time 
• FSA and Dependent Care Accounts + EAP
• Educational Reimbursement 
• 401k
• Pet Insurance

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 discharged/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, cybercriminals, and insider threats. Ready to join us?   
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