Enterprise Product Engineer ExtraHop Networks
ExtraHop Networks is more than just the products we sell. We?ve built our company from the ground up with the idea of creating great jobs for great people. As a fast-paced startup, each day offers new opportunities to innovate in all areas of the company. We value quality and integrity in everything we do, from interacting with customers to developing the best technology in the industry.
If you are a person who shares our philosophy, we would like to hear from you!
Work directly with customers around the world to troubleshoot all product issues using a variety of methods including:
Troubleshooting with customer datacenter personnel
Remote support using Webex, Goto meeting, SSH, Dell Remote Access Controller (iDRAC) and other remote tools.
Provide onsite support as necessary for Platinum customers
Assist customers with data review of critical events observed through the ExtraHop Atlas service
Handle top severity issues for the ExtraHop product line
Perform root cause analysis on ExtraHop support pack results containing Linux and ExtraHop generated logs and system tool output.
Evaluate VMWare and other virtual deployments for issues related to the virtual environment that may impact ExtraHop virtual products
Create complete and timely case documentation
Maintain ExtraHop support lab environment used to replicate customer issues.
Assist customers during upgrades
Provide escalation support to product development teams.
5 years of administrative Experience with Unix/Linux based operating systems including:
Admin work in corporate Linux environments (not just personal installs)
Experience troubleshooting using system and application logs
Experience with remote access.
Experience with Apache web servers
Experience with VMWare or other virtual platforms.
Experience with database administration such as SQLlite and PostgreSQL
Experience with automated scripting in a Unix/Linux environment
Superior customer service skills.
Excellent documentation skills.
Knowledge of the OSI Model.
Excellent organizational skills.
Experience in assembling computer hardware.
Excellent knowledge of networking protocols (TCP/IP, DNS, DHCP, Multicast, etc?).
Excellent knowledge of application protocols (HTTP, SSL, FTP, SMTP, LDAP, etc? ).
Four-year degree or equivalent in a related discipline (for example, information technology, computer science, business, or engineering).
At least 5 years of experience in IS or IT.
Management or lead experience a plus
Experience with ExtraHop systems a plus
Experience with SalesForce.com a plus
Must be proactive, able to work with little to no supervision, detailed orientated and possess a strong work ethic.
Must be willing to be available as needed including weekends in support of ExtraHop Customers and participate in on-call rotation duties.
Must have operations experience in 24x7 environments.
||Seattle, WA |