Enterprise Support Engineer

We're BlueCat—a Great Place to Work for good reason. 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. If you're looking to advance your career with a company that invests in its people, this is it.

 

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. Think of us as BlueCat’s front line warriors!

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 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.