Enterprise Support Engineer

Have you heard of BlueCat? We’re one of those hidden gems that’s been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat’s Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation.
At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

We are looking for an Enterprise Support Engineer (ES) to join our Customer Care department!
Here is what you need to know about our Customer Care (ES) team: We are a technologically savvy and proactive team dedicated to outstanding customer experiences. We love problem solving and we take pride in being the face of BlueCat for our customers. We enjoy and thrive off of receiving feedback and having the opportunity to voice the needs of our customers to the overall organization. Think of us as BlueCat’s front line warriors!

As an Enterprise Support Engineer (ES), you will work directly with our largest and most strategic enterprise customers to anticipate, identify and address their technical concerns.

16PM-12AM Serbian Time
Full-time, permanent

Every day will bring new and exciting challenges. You will:
- Partner with clients and help them optimize the use of BlueCat products and services by understanding the customer’s request thoroughly combined with in-depth technical knowledge
- Become the 'trusted advisor' with the customer, ensuring that recommendations are heard by the appropriate customer contacts and taken seriously
- Apply in-depth troubleshooting and debugging skills along with your knowledge of systems, databases, and applications to get to root cause of the customer’s issue. Set up test environments to mirror the customer’s production set-up and perform tests using customer’s data or representative data. Apply testing methodology and debugging skills to narrow down the problem as needed. Communicate effectively with the BlueCat Engineering team with step-by-step instructions to reproduce the issue and findings to identify root cause
- Partner with clients and help them follow best practices and optimize use of BlueCat Software. Identify opportunities to upgrade or provide additional products or services so that they meet customers’ needs effectively and address customer pain points
- Work closely with and be responsible for escalating issues across multiple business units within BlueCat (e.g. Sales, Professional Services, Engineering, Product Management, etc.)
- Own the technical relationship with the customer and ensure that both their short and long term needs are known internally at BlueCat so that we can properly align our strategic planning

What will you bring to the team?
- You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and with the company
- You are proactive; a tenacious self-starter to the core
- You are technically savvy with a deep knowledge of networking protocols and experience in debugging network issues (packet capture and analysis, etc.)
- You have strong experience with common protocols and services (FTP, TFTP, NTP, SNMP, syslog, etc.) and a thorough understanding of DNS, DHCP & Linux with 5+ years’ experience
- You are an excellent communicator - you have a way with words & can connect easily with others. You possess a strong ability to explain highly technical issues to non-technical audiences
- You have a passion for constant improvement - always looking to do things better (both personally, as part of a team and for the company)
- You are capable of prioritizing and allocating resources to / focus efficiently on multiple projects
- You have experience managing customers in an enterprise environment and are able to demonstrate excellence in customer service