Enterprise Support Engineer

About the role

We are growing our Customer Care team and seeking an Enterprise Support Engineer to join our dynamic, customer-focused department. As the front line for BlueCat, you’ll work directly with dedicated strategic enterprise customers to anticipate, identify, and address their technical concerns, ensuring optimal use of our Intelligent Network Operations platform.

Responsibilities

• Partner with dedicated clients to optimize BlueCat products and services by thoroughly understanding customer requests combined with in-depth technical knowledge.
• Perform quarterly Health Checks to ensure system performance.
• Act as a ‘trusted advisor’ for dedicated customers, ensuring recommendations are heard and taken seriously by customer contacts.
• Continually develop skills to manage BlueCat’s technology portfolio.
• Apply in-depth troubleshooting and debugging skills, along with knowledge of systems, databases, and applications, to identify the root cause of customer issues.
• Set up test environments mirroring the customer’s production setup and perform tests using customer or representative data.
• Apply testing methodology and debugging skills to narrow down problems as needed.
• Open support tickets with Engineering and provide steps to reproduce to resolve customer issues.
• Partner with customers to determine their needs and recommend appropriate solutions.
• Escalate customer issues to appropriate teams (e.g., Sales, Professional Services, Engineering, Product Management).
• Provide after-hours support on a rotating schedule to ensure consistent customer support.
• Validate and test upgrades in our lab, develop procedures, and assist customers during maintenance windows.
• Provide detailed updates in customer cases to show progress toward resolution.
• Maintain composure during high-severity issues with a focus on resolution.

Requirements

• Insatiable thirst for knowledge and improvement, with a desire to grow in your role and with the company.
• Proactive, tenacious self-starter with strong initiative.
• Technically savvy with deep knowledge of networking protocols and experience debugging network issues (e.g., packet capture and analysis).
• Strong experience with common protocols and services (FTP, TFTP, NTP, SNMP, syslog, etc.).
• Thorough understanding of DNS, DHCP, and Linux with 5+ years of experience.
• Excellent communication skills, with the ability to explain highly technical issues to non-technical audiences.
• Passion for constant improvement—personally, as part of a team, and for the company.
• Ability to prioritize and allocate resources efficiently across multiple projects.
• Experience managing customers in an enterprise environment with demonstrated excellence in customer service.

Pay

The annual salary range for this position is USD 95,000–115,000, plus participation in a discretionary bonus plan. Final compensation will be determined based on skills, experience, and qualifications.

Benefits

Our comprehensive benefits encompass health, financial well-being, and overall wellness. We offer:

• A Professional Development Budget.
• Dedicated Wellness Days and Wellness Week.
• A Lifestyle Spending Account.
• An Employee Recognition Program.

We are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture centered on transparency, curiosity, respect, and enjoyment.