Enterprise Network Support Engineer: Your Trusted Advisor

Remote; San Francisco (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

BlueCat is seeking an Enterprise Support Engineer to join our Customer Care team. You will work directly with strategic enterprise customers to anticipate, identify, and address technical concerns, applying in-depth troubleshooting and networking knowledge to resolve issues.

You will partner with clients to optimize BlueCat products, perform health checks, and serve as a trusted advisor, ensuring effective communication across internal teams and customer stakeholders.

Qualifications

• 5+ years of enterprise networking support and customer-facing roles.
• Strong knowledge of routing, switching, DNS, DHCP, and network services.
• Experience translating complex technical issues for non-technical customers.

Responsibilities

• Collaborate with enterprise clients to optimize BlueCat products and services.
• Perform Health Checks to ensure system performance and reliability.
• Act as trusted advisor, communicating recommendations to customer contacts.
• Develop hands-on skills across BlueCat technology portfolios.
• Troubleshoot and debug issues using system, database, and application knowledge.
• Set up test environments mirroring customers' production setups.
• Open tickets with Engineering and document steps to reproduce issues.
• Escalate customer needs to Sales, Professional Services, Engineering, and Product teams.
• Provide after-hours support on a rotating schedule for continuous service.

Skills

Networking protocols

Troubleshooting

DNS & DHCP

Customer service

Communication with stakeholders

Packet capture & analysis

Education

Bachelor’s degree in a related field

Tools

Linux

SNMP

Wireshark

FTP/TFTP

Job description

BlueCat is seeking an Enterprise Support Engineer to join our Customer Care team. You will work directly with strategic enterprise customers to anticipate, identify, and address technical concerns, applying in-depth troubleshooting and networking knowledge to resolve issues.

You will partner with clients to optimize BlueCat products, perform health checks, and serve as a trusted advisor, ensuring effective communication across internal teams and customer stakeholders.