Join BlueCat, a trailblazer in the Intelligent Network Operations sector, where we redefine the landscape of network management. Our innovative approach integrates core services with predictive insights into network health and performance, empowering organizations to enhance their adaptability to change. BlueCat’s Intelligent NetOps stands out as a pioneering solution that merges understanding and operational agility, enabling teams to streamline their management lifecycle from provisioning to proactive troubleshooting.
At BlueCat, we take pride in our award-winning workplace culture, recognized by numerous accolades, including the prestigious 'Great Place to Work' certification. By joining our team, you become part of an organization at the cutting edge of technology, contributing to a workplace celebrated for its excellence in Technology, Inclusivity for Youth and Women, and Mental Health.
As a Premier Support Engineer (PSE), you will engage directly with our valued enterprise clients, proactively addressing their technical challenges and enhancing their experience with our products.
Your daily responsibilities will include:
• Collaborating with dedicated clients to maximize their utilization of BlueCat’s offerings through comprehensive understanding and technical expertise.
• Conducting quarterly Health Checks to assess and optimize system performance.
• Establishing yourself as a trusted advisor, ensuring that key recommendations reach the appropriate client contacts.
• Continuously enhancing your skills to adeptly manage BlueCat’s technology portfolio.
• Utilizing advanced troubleshooting and debugging techniques to identify root causes of client issues.
• Creating test environments that replicate client production setups for accurate testing.
• Implementing testing methodologies to systematically isolate and resolve problems.
• Initiating support tickets with Engineering and providing detailed reproduction steps for issue resolution.
• Working closely with customers to ascertain their needs and propose tailored solutions.
• Ensuring that customer inquiries are escalated to the relevant teams (Sales, Professional Services, Engineering, Product Management, etc.).
• Offering after-hours support on a rotating schedule to maintain consistent service availability.