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Enterprise Support Engineer - LiveAction Second Shift [16h-00h] at bluecatnetworks
bluecatnetworksBelgrade·6h ago
Mid LevelFull-timeRust
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an Enterprise Support Engineer – LiveAction to join our Customer Care department. This role involves working directly with strategic enterprise customers to resolve complex technical challenges related to network visibility, performance monitoring, and application experience.
Key Responsibilities
- →Partner with dedicated enterprise customers to optimize their use of LiveAction products and services.
- →Own the technical relationship with assigned customers and act as their trusted technical advisor.
- →Create and deliver Health Check documents and lead technical discussions during customer review calls.
- →Apply in-depth troubleshooting and analytical skills to identify root causes of complex issues related to network performance, visibility, flow-based monitoring, SNMP polling, traps, and device integrations.
- →Reproduce customer issues by building test environments that mirror production setups.
- →Collaborate closely with LiveAction Engineering by providing detailed findings, logs, configurations, and step-by-step reproduction instructions.
- →Guide customers on best practices for deployment, configuration, and optimization of LiveAction solutions.
- →Identify opportunities to enhance customer outcomes through feature adoption, upgrades, or additional services.
- →Escalate and manage issues across multiple internal teams.
- →Ensure both short-term and long-term customer technical needs are clearly understood and communicated internally.
- →Advocate for customers by providing feedback that influences product improvements and roadmap discussions.
Requirements
- ✓An insatiable thirst for knowledge and a desire to continuously improve both technically and professionally.
- ✓A proactive, self-starting mindset with strong ownership of customer issues.
- ✓Strong hands-on experience troubleshooting enterprise networks and complex environments.
- ✓Solid knowledge of network monitoring and observability technologies, including SNMP, NetFlow, IPFIX, sFlow, QoS, traffic shaping, and performance metrics.
- ✓Strong understanding of TCP/IP, routing fundamentals, and packet analysis.
- ✓Experience working with Linux systems and logs.
- ✓Ability to analyze packet captures and performance data to identify issues and trends.
- ✓Excellent communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
- ✓A passion for continuous improvement and delivering exceptional customer experiences.
- ✓Strong organizational skills and the ability to manage multiple customers and priorities effectively.
- ✓Experience supporting enterprise customers and delivering high-quality customer service.
- ✓3+ years of experience in a technical support, network engineering, or similar customer-facing role.
