Enterprise Support Engineer (Prva Smena) [08h-16h]

BlueCat Networks
Belgrade
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 2+ yearsEducation: bachelorsSkills: ["Problem-solving","Communication","Self-starter","Attention to detail","Documentation"]

Serve as first-line support for enterprise customers’ technical issues related to network monitoring and analysis. Triage and diagnose problems, resolve common issues using KB articles and lab testing, and create tickets for bugs or feature suggestions. Log interactions in SFDC, manage escalations to Tier 3 with required context, communicate status to customers and stakeholders, and continuously document knowledge to improve support efficiency.

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FursaFursa
BlueCat Networks
BlueCat Networks
1 day ago

Enterprise Support Engineer (Prva Smena) [08h-16h]

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Serve as first-line support for enterprise customers’ technical issues related to network monitoring and analysis. Triage and diagnose problems, resolve common issues using KB articles and lab testing, and create tickets for bugs or feature suggestions. Log interactions in SFDC, manage escalations to Tier 3 with required context, communicate status to customers and stakeholders, and continuously document knowledge to improve support efficiency.
Location: Belgrade
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Log all customer interactions and technical steps taken in SFDC.
  • •Diagnose issues by determining the nature of the problem and asking clarifying questions using diagnostic tools.
  • •Resolve common issues using KB articles, prior training, and testing in a lab.
  • •Create tickets with supporting information when entering bugs and feature suggestions.
  • •Escalate unsolved issues to Tier 3 with prerequisite information and keep customers and internal stakeholders informed.

Pay and Benefits

Perks:Learning BudgetWellness Stipend

Key Requirements

  • •2+ years of experience in a technical support role.
  • •Basic understanding of servers, networks, routers, and switches.
  • •Knowledge of NetFlow, SNMP, routing, LAN, IP SLA, QoS, SSH, and Telnet.
  • •Basic understanding of security, virtualization, DBs, and REST APIs.
  • •BS degree in science or equivalent work experience, plus self-starter attention to detail.
Experience:2+ years
Education:Bachelor's in Science
Skills:Problem-solvingCommunicationSelf-starterAttention to detailDocumentation
Certifications:CCNA
Tech Stack:SFDCNetFlowSNMPRoutingLANIP SLAQoSSSHTelnetDiagnostic debugging toolsSecurityVirtualizationDBsREST APIsWindowsLinuxAWSAzureGCPCCNA

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