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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 a Premier Support Engineer to join our team at BlueCat, a company disrupting the market in Intelligent Network Operations. This role involves working directly with strategic enterprise customers to address their technical concerns and optimize the use of BlueCat products and services.
Key Responsibilities
- →Partner with dedicated clients to optimize the use of BlueCat products and services
- →Perform quarterly Health Checks to ensure system performance
- →Become the ‘trusted advisor’ with dedicated customers
- →Continually develop skills to manage BlueCat’s technology portfolio
- →Apply in-depth troubleshooting and debugging skills to resolve customer issues
- →Set up test environments to mirror the customer’s production set-up
- →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
- →Ensure customer issues are escalated to the appropriate teams
- →Provide after-hours support on a rotating schedule
- →Validate and test upgrades in our lab and assist customers during maintenance windows
Requirements
- ✓Insatiable thirst for knowledge and improvement
- ✓Proactive and tenacious self-starter
- ✓Deep knowledge of networking protocols and experience in debugging network issues
- ✓Strong experience with common protocols and services (FTP, TFTP, NTP, SNMP, syslog, etc.)
- ✓Thorough understanding of DNS, DHCP & Linux with 5+ years’ experience
- ✓Excellent communicator with the ability to explain highly technical issues to non-technical audiences
- ✓Passion for constant improvement
- ✓Capable of prioritizing and allocating resources to focus efficiently on multiple projects
- ✓Experience managing customers in an enterprise environment with excellence in customer service
- ✓Ability to maintain composure during high severity issues with a focus on getting to resolution
Benefits
- ★Comprehensive benefits encompassing health, financial well-being, and overall wellness
- ★Professional Development Budget
- ★Dedicated Wellness Days and Wellness Week
- ★Lifestyle Spending Account
- ★Employee Recognition Program
