Technical Support Engineer

BlueCat and LiveAction offer complementary solutions to enhance network performance and security. LiveAction’s Network Intelligence platform transforms complex data into actionable insights, providing organizations with a comprehensive view of their network, from network and application performance to security. This enables enterprise teams to rapidly resolve network issues at scale, accelerate threat response, increase employee productivity, and reduce business risk. Meanwhile, BlueCat provides a suite of solutions that help network, security, applications, and cloud and DevOps teams optimize the IP environment, driving business outcomes forward. 

Together, these platforms empower organizations to maintain robust, efficient, and secure network operations.

Overview:
First line of support for customers facing technical issues with network monitoring and analysis.

Responsibilities
·        Manage Cases: Log all customer interactions and technical steps taken in SFDC.
·        ID Issues: Determine nature of the problem, ask clarifying questions and leveraging diagnostic tools.
·        Resolve Issues: Resolve common issues using KB articles, prior training, and testing in lab.
·        Create Tickets: If necessary, enter bugs and feature suggestions with supporting information.
·        Manage Escalation: Escalate unsolved issues to Tier 3 support with prerequisite information.
·        Communicate Continuously: Keep internal stakeholders and customers informed on issues.
·        Collect Feedback: Ensure feedback is documented and radiated to proper personnel.
·        Document: Add or updated KB articles to ensure we are improving efficiency.
 
Qualifications:
·        BS degree in science or equivalent work experience.
·        2 or more years previous experience in a technical support role.
·        Basic understanding of servers, networks, routers, and switches.
·        Knowledge of NetFlow, SNMP, Routing, LAN, IP SLA, QoS, SSH, and Telnet.
·        Ability to use diagnostic network issues using common debugging tools.
·        Basic understanding of security, virtualization, DBs, and Rest APIs.
·        Basic knowledge of operating systems (Windows and Linux).
·        Self-starter and detailed oriented.
 
Nice to have
·        Experience with Cloud AWS, Azure, and GCP
·        CCNA or equivalent certification 

Overview:
First line of support for customers facing technical issues with network monitoring and analysis.

Responsibilities
·        Manage Cases: Log all customer interactions and technical steps taken in SFDC.
·        ID Issues: Determine nature of the problem, ask clarifying questions and leveraging diagnostic tools.
·        Resolve Issues: Resolve common issues using KB articles, prior training, and testing in lab.
·        Create Tickets: If necessary, enter bugs and feature suggestions with supporting information.
·        Manage Escalation: Escalate unsolved issues to Tier 3 support with prerequisite information.
·        Communicate Continuously: Keep internal stakeholders and customers informed on issues.
·        Collect Feedback: Ensure feedback is documented and radiated to proper personnel.
·        Document: Add or updated KB articles to ensure we are improving efficiency.
 
Qualifications:
·        BS degree in science or equivalent work experience.
·        2 or more years previous experience in a technical support role.
·        Basic understanding of servers, networks, routers, and switches.
·        Knowledge of NetFlow, SNMP, Routing, LAN, IP SLA, QoS, SSH, and Telnet.
·        Ability to use diagnostic network issues using common debugging tools.
·        Basic understanding of security, virtualization, DBs, and Rest APIs.
·        Basic knowledge of operating systems (Windows and Linux).
·        Self-starter and detailed oriented.
 
Nice to have
·        Experience with Cloud AWS, Azure, and GCP
·        CCNA or equivalent certification 

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 Budget

Dedicated Wellness Days and Wellness Week

A Lifestyle Spending Account

An 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.