BlueCat

Enterprise Support Engineer

USA - Remote

Sponsorship not specifiedDetected 7 days ago

LinuxCustomer SupportTCP/IPDNSWiresharkNetwork MonitoringCollaborationProblem Solving

About the role

We're BlueCat-a Great Place to Work for good reason.
Our team solves critical network challenges for some of the world's largest organizations.
But what makes us different is how we work: we believe great work happens in an environment where you're trusted, heard, and supported.

In simple terms, we manage the systems that keep networks running smoothly, securely, and reliably-the backbone infrastructure that powers digital transformation for enterprises globally.
With teams globally, we're building a workplace culture that values collaboration and integrity as much as innovation.
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
Continually develop skills to manage BlueCat's technology portfolio.
Set up test environments to mirror the customer's production set-up and perform tests using customer's data or representative data.
Open support tickets with Engineering and provide steps to reproduce to solve customer issues.
Partner with customers to determine their needs and recommend appropriate solutions.
Provide after-hours support on a rotating schedule to ensure consistent support to customers when they need it.
Validate and test upgrades in our lab, develop procedures, and assist customers during maintenance windows.
The ability to maintain composure during high severity issues with a focus on getting to resolution.

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

This position is eligible for a comprehensive benefits package, including medical, dental, and vision insurance; tax advantaged accounts (HSA, FSA); annual Lifestyle Spending Account (LSA); a 401(k) with company matching; paid parental leav

Our Intelligent Network Operations platform delivers and enables AI-driven agentic ops at scale, automating and simplifying how companies manage, secure, and optimize their networks.
We are growing our Customer Care team and we're looking for an Enterprise Support Engineer to join our dynamic and customer-focused department.
Become the 'trusted advisor' with dedicated customers, ensuring that recommendations are heard by the appropriate customer contacts and taken seriously
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 have experience managing customers in an enterprise environment and can demonstrate excellence in customer service

This listing is sourced directly from BlueCat's careers page and normalized into a canonical job model.