Enterprise Support Engineer

BlueCat Networks
United States
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Problem-solving","Troubleshooting","Debugging","Communication","Customer service","Prioritization","Continuous improvement","Composure"]

Work directly with strategic enterprise customers to anticipate, identify, and resolve technical concerns across the BlueCat platform. Partner with clients to optimize products, run quarterly health checks, troubleshoot and debug issues to root cause, and set up test environments that mirror production. You’ll manage support tickets with Engineering, coordinate escalations to the right teams, and provide after-hours coverage on a rotating schedule.

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FursaFursa
BlueCat Networks
BlueCat Networks
1 month ago

Enterprise Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Work directly with strategic enterprise customers to anticipate, identify, and resolve technical concerns across the BlueCat platform. Partner with clients to optimize products, run quarterly health checks, troubleshoot and debug issues to root cause, and set up test environments that mirror production. You’ll manage support tickets with Engineering, coordinate escalations to the right teams, and provide after-hours coverage on a rotating schedule.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Partner with enterprise clients to optimize use of BlueCat products and services using technical knowledge of customer requests.
  • •Perform quarterly health checks to ensure system performance.
  • •Troubleshoot and debug customer issues using in-depth understanding of systems, databases, and applications to reach root cause.
  • •Set up test environments mirroring customer production and run tests using customer or representative data; apply testing methodology as needed.
  • •Open support tickets with Engineering, provide reproduction steps, coordinate escalations, and deliver after-hours support on a rotating schedule.

Pay and Benefits

Perks:Health InsuranceDentalVisionHsaFsa401kParental LeavePaid LeaveWellness StipendLearning Budget

Key Requirements

  • •5+ years of experience with networking and systems troubleshooting in an enterprise environment.
  • •Deep knowledge of networking protocols and experience debugging network issues, including packet capture and analysis.
  • •Strong experience with common protocols and services such as FTP, TFTP, NTP, SNMP, and syslog.
  • •Thorough understanding of DNS, DHCP, and Linux.
  • •Excellent communication skills, including explaining technical issues to non-technical audiences.
Experience:5+ yearsEnterpriseNetworkingNetwork operationsCustomer support
Skills:Problem-solvingTroubleshootingDebuggingCommunicationCustomer servicePrioritizationContinuous improvementComposure
Tech Stack:LinuxFTPTFTPNTPSNMPSyslogDNSDHCPPacket captureTest environments

Company Brief

BlueCat Networks
Provides enterprise DNS, DHCP and IP address management (DDI) solutions that enable centralized network control, automation, and security for large organizations and service providers across cloud, hybrid, and on-premises environments.
Industry: Cybersecurity
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Headquarters: Toronto, Canada
Founded: 2001
WebsiteLinkedIn