Remote Enterprise Support Engineer

Our team solves critical network challenges for some of the world's largest organizations. 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. 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.But what makes us different is how we work: we believe great work happens in an environment where you're trusted, heard, and supported. With teams globally, we're building a workplace culture that values collaboration and integrity as much as innovation. 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 experience. 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. As an 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 knowledgePerform 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 seriouslyApply 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. 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.You are technically savvy with a deep knowledge of networking protocols and experience in debugging network issues (packet capture and analysis, etc.)and a thorough understanding of DNS, DHCP & Linux with 5+ years' experienceYou are capable of prioritizing and allocating resources to / focus efficiently on multiple projectsYou have experience managing customers in an enterprise environment and can demonstrate excellence in customer serviceProviding detailed updates in customer cases that show progress to closure.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!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); vacation, personal, and wellness days; Eligible employees may also participate in the company's annual bonus program.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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. If you would like more information about how your data is processed, please contact us.