Enterprise Support Engineer

Responsibilities

• 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.
• As an Enterprise Support Engineer (ESE), you will work directly with dedicated strategic enterprise customers to anticipate, identify and address their technical concerns.
• - 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
• - Continually develop skills to manage BlueCat’s technology portfolio.
• - 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.
• - Ensuring customer issues are escalated to the appropriate teams are engaged (e.g. Sales, Professional Services, Engineering, Product Management, etc.)
• - Provide after-hours support on a rotating schedule to ensure consistent support to customers when they need it.

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