Support Analyst ExtraHop Networks, Inc.

Responsibilities:

Work with customers to resolve all technical issues.
Provide hardware and firmware deployment support for ExtraHop appliances.
Document incident cases.
Document feature requests.
Document customer questions.
Escalate technical cases to an appropriate technical resource.
Effectively manage the technical aspects of both local and remote customer
Interaction through a combination of conference calls, remote screen share and in-person meetings.
Independently coordinate and manage all aspects of technical product assessments
from installing the appliance to helping existing customers interpret data in the
context of their environment.
Provide post-sales follow-up, technical training, and consulting.
Ensure total customer satisfaction with the customer's implementation experience.

Qualifications:

Four-year degree or equivalent in a related discipline (for example, information technology, computer science, business, or engineering).
Minimum of three years of experience in supporting networking technology and/or large-scale complex enterprise application deployments.
Experience in assembling computer hardware.
Experience with Unix/Linux-based operating systems.
Excellent customer service skills.
Excellent documentation skills.
Excellent organizational skills.
Solid understanding of the OSI model and excellent working knowledge of the key protocols from Layer 2 through Layer 7 including ARP, IP, TCP, UDP, and HTTP
Excellent organizational, interpersonal, and leadership skills.
Outstanding communication (verbal and written) and presentation skills with the ability to address both executive and technical audiences.
Ability to learn new technologies very quickly and have an ongoing desire to stay current with the software market and the latest technologies.
Strong problem solving skills: must be capable of accurately assessing needs, maintaining a calm business demeanor, and taking quick action to resolve issues.
Protocol-level understanding of how various software components involved in enterprise service delivery interact: web servers, application servers, databases, web services, mainframes, network attached storage, and so forth.
Hands-on experience with passive network monitoring: mirror port configuration (especially Cisco SPAN, RSPAN, and VACL configuration), network TAP installation,
span aggregators, and so forth

Location:	Seattle, WA 98101 United States
Employment Type:	Full Time
Functional Area:	Professional Services