Enterprise Support Engineer

Summary

Join BlueCat's Customer Care team as an Enterprise Support Engineer and work directly with strategic enterprise clients to address their technical needs. Partner with clients to optimize BlueCat product usage, create health check documents, and serve as a trusted advisor. Apply troubleshooting and debugging skills, work with internal teams, and manage customer relationships. You will need a deep understanding of networking protocols, DNS, DHCP, and Linux, along with excellent communication skills. BlueCat offers a comprehensive benefits package including professional development, wellness days, a lifestyle spending account, and an employee recognition program. This is an opportunity to join a growing company with an award-winning culture.

Requirements

• 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

Responsibilities

• Partner with dedicated 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
• Create semi-annual Health Check documents and create agendas for PRS calls
• Become the 'trusted advisor' with dedicated customers, 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

Benefits

• A Professional Development Budget
• Dedicated Wellness Days and Wellness Week
• A Lifestyle Spending Account
• An Employee Recognition Program