Enterprise Support Engineer, Second Shift [16h-00h]

BlueCat Networks
Belgrade
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Communication","Problem-solving","Proactivity","Prioritization","Tenacity"]

Provide enterprise technical support by partnering with strategic customers to understand issues, perform troubleshooting, and drive problems to root cause. Conduct quarterly health checks, validate upgrades in a lab environment, and set up test environments that mirror customer production. Manage support tickets with Engineering using clear reproduction steps, escalate high-severity issues appropriately, and deliver after-hours coverage on a rotating schedule while serving as a trusted advisor.

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FursaFursa
BlueCat Networks
BlueCat Networks
1 week ago

Enterprise Support Engineer, Second Shift [16h-00h]

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Provide enterprise technical support by partnering with strategic customers to understand issues, perform troubleshooting, and drive problems to root cause. Conduct quarterly health checks, validate upgrades in a lab environment, and set up test environments that mirror customer production. Manage support tickets with Engineering using clear reproduction steps, escalate high-severity issues appropriately, and deliver after-hours coverage on a rotating schedule while serving as a trusted advisor.
Location: Belgrade
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Partner with enterprise customers to optimize use of BlueCat products and services based on in-depth technical understanding.
  • •Perform quarterly health checks to ensure system performance.
  • •Troubleshoot and debug customer issues, including setting up test environments and validating using customer data or representative data.
  • •Open and manage support tickets with Engineering, providing steps to reproduce and escalating when needed.
  • •Provide after-hours support on a rotating schedule and assist customers during maintenance windows and upgrade validation.

Pay and Benefits

Perks:Learning BudgetWellness StipendLifestyle AccountRecognition Program

Key Requirements

  • •5+ years of experience troubleshooting networking issues using packet capture and analysis to reach root cause.
  • •Strong knowledge of DNS, DHCP and Linux, with proven enterprise customer support experience.
  • •Experience with common networking protocols and services including FTP, TFTP, NTP, SNMP, and syslog.
  • •Ability to communicate clearly and explain highly technical issues to non-technical audiences.
  • •Ability to prioritize multiple projects and maintain composure during high-severity issues.
Experience:5+ yearsEnterpriseNetworkingCustomer support
Skills:CommunicationProblem-solvingProactivityPrioritizationTenacity
Tech Stack:FTPTFTPNTPSNMPSyslogDNSDHCPLinuxPacket capture

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