Technical Support Engineer

BlueCat Networks
Belgrade
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Communication","Self-starter","Detail orientation"]

Provide first-line technical support for customers facing network monitoring and analysis issues. Triage and diagnose problems, log case activity in SFDC, resolve common issues using KB articles and lab testing, and escalate unresolved items to Tier 3 with complete context. Communicate continuously with stakeholders, document learnings via KB updates, and create tickets with bug/feature details when needed.

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FursaFursa
BlueCat Networks
BlueCat Networks
1 day ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Provide first-line technical support for customers facing network monitoring and analysis issues. Triage and diagnose problems, log case activity in SFDC, resolve common issues using KB articles and lab testing, and escalate unresolved items to Tier 3 with complete context. Communicate continuously with stakeholders, document learnings via KB updates, and create tickets with bug/feature details when needed.
Location: Belgrade
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Log all customer interactions and technical steps in SFDC.
  • •Identify issues by determining problem nature, asking clarifying questions, and using diagnostic tools.
  • •Resolve common issues using KB articles, prior training, and lab testing.
  • •Escalate unsolved issues to Tier 3 support with prerequisite information and maintain ongoing communication.
  • •Document learnings by updating/adding KB articles and create tickets for bugs or feature suggestions with supporting details.

Pay and Benefits

Perks:Learning BudgetWellness StipendSpending AccountRecognition Program

Key Requirements

  • •BS degree in science or equivalent work experience.
  • •2+ years of prior 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, plus operating systems (Windows and Linux).
Experience:2+ years
Education:Bachelor's
Skills:CommunicationSelf-starterDetail orientation
Certifications:CCNA
Tech Stack:SFDCNetFlowSNMPRoutingLANIP SLAQoSSSHTelnetREST APIsWindowsLinuxAWSAzureGCP

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