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Enterprise Support Engineer

2 months, 4 weeks ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
DHCP DNS FTP Linux
Apply Now
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
View All Jobs 14

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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