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

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 growing our Customer Care team and we're looking for an Enterprise Support Engineer to join our dynamic and customer-focused department.

Here is what you need to know about our Customer Care 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 a Enterprise Support Engineer (ESE), you will work directly with dedicated strategic enterprise customers to anticipate, identify and address their technical concerns.

4PM-12AM - Full-time, permanent

Every day will bring new and exciting challenges. You will

• 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.

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 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.