Enterprise Support Engineer, BlueCat
Computer networking products
Open for applications
Computer networking products
501-1000 employees
Open for applications
501-1000 employees
Company mission
To help enterprises achieve network modernizaton objectives.
Role
Who you are
- 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 can demonstrate excellence in customer service
- Providing detailed updates in customer cases that show progress to closure
- The ability to maintain composure during high severity issues with a focus on getting to resolution
- If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application!
What the job involves
- We are looking for an Enterprise Support Engineer to join our Customer Care department!
- 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 a Enterprise Support Engineer (ESE), you will work directly with dedicated strategic enterprise customers to anticipate, identify and address their technical concerns
- 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
- Perform quarterly Health Checks to ensure system performance
- Become the ‘trusted advisor’ with dedicated customers, ensuring that recommendations are heard by the appropriate customer contacts and taken seriously
- Continually develop skills to manage BlueCat’s technology portfolio
- 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
- 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
- Ensuring customer issues are escalated to the appropriate teams are engaged (e.g. Sales, Professional Services, Engineering, Product Management, etc.)
- 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
Our take
DNS (Domain Name System) is the backbone of internet navigation, translating domain names into IP addresses to connect users with websites. However, many enterprises still rely on outdated DNS systems, which can severely hinder IT operations. BlueCat addresses these issues by providing advanced DDI (DNS, DHCP, and IP Address Management) solutions, offering businesses a faster, more efficient way to manage their network infrastructure.
BlueCat's solutions accelerate the adoption of cloud computing and automation, making it highly attractive to large-scale enterprises looking to strewamline IT operations and reduce costs. By simplifying complex network management, BlueCat helps companies enhance efficiency and adapt to modern technological needs.
The company is making significant strides, with the recent announcement of new capabilities to help organizations modernized their network infrastructure. Alongside this, it also appointed a new Chief Product and Chief Technology Officer, and partnered with Grupo Dice to transform DDI management across Mexico and Latin America These exciting developments signal a bright future for BlueCat as it continues to lead the way in network modernization.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2011
$16.8m
SERIES B
Oct 2009
$11m
SERIES A
Total funding: $27.8m
Company HQ
Nortown, Toronto, ON
Leadership
Stephen Devito
(CEO)Served as CFO and COO at BlueCat before taking over as CEO. Former CFO at Marketwired, Second Cup, and Q4 Inc.
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