Technical Support Engineer: Network Performance & Security

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 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.