Role Description We are growing our Customer Care team and we're looking for an Enterprise Support Engineer to join our dynamic and customer-focused department. As an 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. - Perform 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 seriously. - Continually develop skills to manage BlueCat’s technology portfolio. - Apply in-depth troubleshooting and debugging skills along with your knowledge of systems, databases, and applications to get to the 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. - Ensure customer issues are escalated to the appropriate teams (e.g. Sales, Professional Services, Engineering, Product Management, etc.). - 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. Qualifications - 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 can demonstrate excellence in customer service. - Providing detailed updates in customer cases that show progress to closure. - The ability to maintain composure during high severity issues with a focus on getting to resolution. Benefits - Comprehensive benefits package, including medical, dental, and vision insurance. - Tax advantaged accounts (HSA, FSA). - Annual Lifestyle Spending Account (LSA). - 401(k) with company matching. - Paid parental leave. - Vacation, personal, and wellness days. - Annual learning and development budget. - Eligible employees may also participate in the company's annual bonus program.