Enterprise Support Engineer

2 months, 1 week ago
Full-time
Senior
Customer and Technical Support
BlueCat

BlueCat

BlueCat Networks provides Adaptive DNS solutions for network simplification and security, enabling businesses to thrive in a complex, hybrid cloud environment.

Internet Software & Services
251-1K
Founded 2001
$28M raised

Description

  • Partner with dedicated enterprise customers to understand their requests and optimize their use of BlueCat products and services.
  • Perform quarterly health checks to assess and maintain system performance.
  • Serve as a trusted advisor to customers and communicate technical recommendations to the appropriate contacts.
  • Troubleshoot and debug issues using knowledge of systems, databases, applications, and network behavior to determine root cause.
  • Set up test environments that mirror customer production environments and run tests with customer or representative data.
  • Use testing methodology and debugging techniques to isolate problems and validate fixes.
  • Open support tickets with Engineering and provide clear reproduction steps to help resolve customer issues.
  • Work with customers to determine needs and recommend appropriate solutions.
  • Escalate customer issues to the appropriate internal teams, including Sales, Professional Services, Engineering, and Product Management.
  • Provide after-hours support on a rotating schedule and assist during maintenance windows, including upgrade validation and testing.

Requirements

  • 5+ years of experience with DNS, DHCP, and Linux.
  • Strong knowledge of networking protocols and experience debugging network issues, including packet capture and analysis.
  • Experience with common protocols and services such as FTP, TFTP, NTP, SNMP, and syslog.
  • Experience managing customers in an enterprise environment with strong customer service skills.
  • Ability to explain highly technical issues clearly to non-technical audiences.
  • Ability to prioritize and manage multiple projects efficiently.
  • Proactive, self-starting mindset with a strong desire to learn and improve.
  • Ability to maintain composure and focus during high-severity issues.
  • Experience providing detailed customer case updates that show progress toward resolution.

Benefits

  • Medical, dental, and vision insurance.
  • Tax-advantaged accounts, including HSA and FSA.
  • Annual Lifestyle Spending Account (LSA).
  • 401(k) with company matching.
  • Paid parental leave.
  • Vacation, personal, and wellness days.
  • Annual learning and development budget.
  • Eligibility for the company's annual bonus program.

Interested in this position?

Apply directly on the company website

Apply Now

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