Senior Support Engineer ExtraHop Networks
THIS JOB HAS EXPIRED Do you want to solve problems instead of sit through meetings? Do you work better as part of a small, focused team? Do you want to feel a sense of ownership in what you do and make a real impact? So do we. We are looking for individuals who love technology, appreciate elegant solutions to hard problems, and want to learn new things. Sense of humor required? Seriously.
ExtraHop Networks is more than just the products we engineer and 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. We are known as innovators and have received many awards for our team and our products, including Best of Interop, Seattle Business Magazine?s Innovation of the Year, and Network Products Guide?s Readers Trust award for Best Products and Services, among others.
If you are a Senior Support Engineer who shares our philosophy and loves to analyze complex IT issues and data patterns, we would like to hear from you! Our ideal candidate is an experienced IT professional who can troubleshoot complex IT systems and understands how the technologies components of an enterprise system work together.
Duties and Responsibilities
Handle top severity issues for the ExtraHop product line
Work directly with customers to troubleshoot all product issues using a variety of methods including:
Phone troubleshooting with customer datacenter personnel
Remote screen shares using Webex, Goto meeting or other products
Direct remote access to customer ExtraHop systems using SSH
Use of Integrated Dell Remote Access Controller (iDRAC)
Perform root cause analysis on ExtraHop support pack results containing Linux and ExtraHop generated logs and system tool output.
Evaluate VMWare and Hyper V Extrahop deployments for issues related to the virtual environment that may impact ExtraHop virtual products
Create complete and timely case documentation
Work with development teams to escalate issues
Replicate customer issues in ExtraHop lab environment
Assist customers during upgrades
Provide onsite support as necessary for Platinum customers
System network data analyst
Ability to review and troubleshoot systems when presented with network protocol data from all layers of the OSI model.
Emphasis on TCP and how it relates to higher level protocols
Understand different L7 protocols used in multi-tiered application architecture and how issues in each may produce cause and effect in others.
Understand how problems with applications may manifest as changes in their network traffic patterns.
Build and configuration
Install hardware and software components into chassis and on to virtual platforms.
Configure BIOS settings.
Configure remote access port.
Install and update ExtraHop firmware.
Required Qualifications and Experience
Four-year degree or equivalent in a related discipline (such as computer science, engineering, or information technology)
4+ years in enterprise IT support or relevant product
Experience in application architecture design, IT application troubleshooting, or application architecture consulting
Strong customer service skills
Strong understanding of application protocols (including, but not lmited to: HTTP, HTTPS, TNS, TDS, CIFS, NAS, SSL, DNS, LDAP, SSL, SMTP, and FTP)
Knowledge of enterprise networking technologies
Knowledge of enterprise application architecture
Willingness to do what is necessary to help support and services team.
ExtraHop Networks was founded in early 2007 by engineering veterans from F5 Networks and architects of the BIG-IP v9 product. The company?s award-winning ExtraHop Application Delivery Assurance system is the industry?s first completely passive network appliance that provides application-level visibility with no agents, configuration, or overhead.
At ExtraHop Networks, we are focused on building a great company that delivers superior technology and solutions for our customers. We are competitive and professional and enjoy both working and playing hard. Our hiring process is rigorous and selective in nature, designed to provide a great opportunity for career advancement as well as to create a tightly knit team built on mutual respect and trust. We promise an environment where you will have an opportunity to shape your career while playing an instrumental role in building the next great systems company.
||Seattle, WA |
THIS JOB HAS EXPIRED