Support Technician at ExtraHop
Washington, US

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
  • Provide technical assistance to quantify and/or troubleshoot 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 Support Engineering team duties including Triage of new cases to include problem description, severity, priority, licensing and entitlement, and customer expectations.
  • Communication management, and support directly to customer for documented issues.

Required Qualifications and Experience

We’re looking for a Support Technician 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:

  • AAS and/or Certifications 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