BNEnterprise Support Engineer
BlueCat Networks is a leading provider of Intelligent Network Operations solutions that help organizations modernize, optimize, and secure their network infrastructure, specializing in DNS, DHCP, and IP address management (DDI).
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 to join our Customer Care 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.
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-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
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
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! Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.
In addition, we offer a range of appealing perks, including:
A Professional Development BudgetDedicated Wellness Days and Wellness WeekA Lifestyle Spending AccountAn Employee Recognition Program
Join us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team!
BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
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Job type
Full Time
Experience level
Mid-level
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About BlueCat Networks
Learn more about BlueCat Networks and their company culture.
At the heart of BlueCat Networks is a culture dedicated to helping the world's largest organizations thrive on network complexity, from the edge to the core. Founded in 2001, BlueCat reimagined Domain Name System (DNS) to create Adaptive DNS™ – a dynamic, open, secure, scalable, and automated resource. This innovation supports the most challenging digital transformation initiatives, such as hybrid cloud adoption and rapid application development. The company's mission is to provide a foundation for elastic networks that adapt and scale to evolving infrastructure demands through consolidation, expansion, and modernization. BlueCat enables core-network reliability and securely connects its clients' applications, devices, and virtual machines to their networks, equipping them to meet ever-increasing network demands. The core values that bind the culture and form the business's infrastructure include clarity, collaboration, curiosity, ownership, and transparency. Associates embody these values by acting with courage, listening to and guiding customers, showing vulnerability, being approachable and responsive, and winning as a team.
BlueCat fosters an environment of innovation and seeks diverse talent to drive its culture and push its team beyond their limits. The company embraces different and dissenting opinions, believing they lead to positive outcomes, and supports employees through mistakes and failures, recognizing that success and greatness often stem from trying new and different approaches. This supportive environment allows employees the autonomy to do what they do best. BlueCat's growing portfolio includes services and solutions for automated and unified DDI (DNS, DHCP, and IP Address Management) management, network security, multicloud management, and network observability and health. The company's DDI management platform has been consistently recognized as a market leader. BlueCat is committed to helping network teams link foundational core services with a deep and predictive understanding of network health and performance to support faultless customer experiences, strategic AI adoption, frictionless cloud, and work-from-anywhere initiatives. Ultimately, BlueCat aims to empower organizations to build an IP and DNS environment optimized for their strategic objectives, transforming the network into a catalyst for change rather than a bottleneck.
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BNBlueCat Networks
Company size
501-1000 employees
Founded in
2001
Chief executive officer
Stephen Devito
Markets
Employees live in
CanadaSimilar remote jobs
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