Technical Support Engineer

BlueCat; Canada; Remote; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Professional development budget

Dedicated wellness days and wellness/w

Lifestyle spending account

Employee recognition program

Job summary

BlueCat is seeking a capable network support specialist to be the first line of contact for customers facing technical issues with network monitoring and analysis. You will log interactions in SFDC, diagnose problems using diagnostic tools, and resolve common issues with KB articles and lab testing.

You will also create tickets, escalate unresolved cases to Tier 3, and keep stakeholders informed while contributing to KB improvements and knowledge sharing across teams.

Qualifications

• BS degree in science or equivalent work experience.
• 2+ years experience in technical support.
• Basic understanding of servers, networks, routers, and switches.
• Knowledge of NetFlow, SNMP, Routing, LAN, IP SLA, QoS, SSH, and Telnet.
• Ability to use diagnostic network tools.
• Basic understanding of security, virtualization, DBs, and Rest APIs.
• Basic knowledge of Windows and Linux.

Responsibilities

• First line support for customers facing technical issues with network monitoring and analysis.
• Log all customer interactions and steps in SFDC.
• Identify issues, ask clarifying questions and use diagnostic tools.
• Resolve common issues using KB articles, training, and lab testing.
• Create tickets for bugs and feature requests with supporting information.
• Escalate unsolved issues to Tier 3 with prerequisite information.
• Communicate continuously with stakeholders and customers.
• Document and update KB articles to improve efficiency.

Skills

Network troubleshooting

SNMP/NetFlow

SSH/Telnet

Windows & Linux

Education

BS degree in science or equivalent

Tools

SFDC

Job description

BlueCat and LiveAction offer complementary solutions to enhance network performance and security. LiveAction’s Network Intelligence platform transforms complex data into actionable insights, providing organizations with a comprehensive view of their network, from network and application performance to security. This enables enterprise teams to rapidly resolve network issues at scale, accelerate threat response, increase employee productivity, and reduce business risk. Meanwhile, BlueCat provides a suite of solutions that help network, security, applications, and cloud and DevOps teams optimize the IP environment, driving business outcomes forward.

Together, these platforms empower organizations to maintain robust, efficient, and secure network operations.

Overview

First line of support for customers facing technical issues with network monitoring and analysis.

Responsibilities

• Manage Cases: Log all customer interactions and technical steps taken in SFDC.
• ID Issues: Determine nature of the problem, ask clarifying questions and leveraging diagnostic tools.
• Resolve Issues: Resolve common issues using KB articles, prior training, and testing in lab.
• Create Tickets: If necessary, enter bugs and feature suggestions with supporting information.
• Manage Escalation: Escalate unsolved issues to Tier 3 support with prerequisite information.
• Communicate Continuously: Keep internal stakeholders and customers informed on issues.
• Collect Feedback: Ensure feedback is documented and radiated to proper personnel.
• Document: Add or updated KB articles to ensure we are improving efficiency.

Qualifications

• BS degree in science or equivalent work experience.
• 2 or more years previous experience in a technical support role.
• Basic understanding of servers, networks, routers, and switches.
• Knowledge of NetFlow, SNMP, Routing, LAN, IP SLA, QoS, SSH, and Telnet.
• Ability to use diagnostic network issues using common debugging tools.
• Basic understanding of security, virtualization, DBs, and Rest APIs.
• Basic knowledge of operating systems (Windows and Linux).
• Self-starter and detailed oriented.

Nice to have

• Experience with Cloud AWS, Azure, and GCP
• CCNA or equivalent certification

In addition, we offer a range of appealing perks, including:

A Professional Development Budget

Dedicated Wellness Days and Wellness Week

A Lifestyle Spending Account

An Employee Recognition Program

BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.