Enterprise Support Engineer

10 hours, 29 minutes ago
Full-time
Senior
DevOps and Infrastructure
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 enterprise customers to understand their requests and help them optimize BlueCat products and services.
  • Serve as a trusted advisor to customer contacts and ensure recommendations reach the right stakeholders.
  • Troubleshoot and debug customer issues to identify root cause using systems, databases, applications, and networking knowledge.
  • Set up test environments that mirror customer production environments and run tests using customer or representative data.
  • Communicate reproducible steps, findings, and technical details clearly to BlueCat Engineering.
  • Help customers follow best practices and identify opportunities for upgrades or additional products and services.
  • Escalate issues across business units such as Sales, Professional Services, Engineering, and Product Management.
  • Own the technical relationship with the customer and communicate short- and long-term needs internally.
  • Prioritize and manage multiple projects and customer issues efficiently.

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 enterprise customers and delivering excellent customer service.
  • Ability to explain highly technical issues clearly to non-technical audiences.
  • Proactive, self-starter mindset with a desire to learn and improve.
  • Ability to prioritize resources and manage multiple projects effectively.
  • US citizenship is required.
  • Experience working with customer support, engineering, or similar technical teams (preferred).

Benefits

  • Professional development budget.
  • Dedicated wellness days and a wellness week.
  • Lifestyle spending account.
  • Employee recognition program.
  • Comprehensive benefits supporting health, financial well-being, and overall wellness.
  • Remote work environment.

Interested in this position?

Apply directly on the company website

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