Enterprise Support Engineer (Second Shift - 16h-00h)

BlueCat is one of those hidden gems that is disrupting the market as a key player in the rapidly growing space of Adaptive DNS. We harness the power of DNS to provide secure, centralized network infrastructure to some of the world’s biggest brands and enterprises so that employees can access the computing resources they need, when they need it.

BlueCat has an award-winning culture that is embedded in what we do. We are certified as a Great Place to Work and joining our team would mean that you are part of Canada's Best Workplace in Technology, Best Workplace for Today's Youth and Women, and Best Workplace for Mental Health and Inclusion.

We are looking for an Enterprise Support Engineer.

As an Enterprise Support Engineer, you will work directly with our largest and most strategic enterprise customers to anticipate, identify, and address their technical concerns.

*FIRST 3-4 MONTHS GUIDED ONBOARDING PROGRAM 5 DAYS A WEEK IN THE OFFICE THEN IT CONVERTS TO 2-3 DAYS IN THE OFFICE*

4PM-12AM Shift

Every day will bring new and exciting challenges. You will:

• Partner with 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.
• Become the 'trusted advisor' with the customer, ensuring that recommendations are heard by the appropriate customer contacts and taken seriously.
• 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. Communicate effectively with the BlueCat Engineering team with step-by-step instructions to reproduce the issue and findings to identify root cause.
• Partner with clients and help them follow best practices and optimize use of BlueCat Software. Identify opportunities to upgrade or provide additional products or services so that they meet customers’ needs effectively and address customer pain points.
• Work closely with and be responsible for escalating issues across multiple business units within BlueCat (e.g. Sales, Professional Services, Engineering, Product Management, etc.)
• Own the technical relationship with the customer and ensure that both their short and long term needs are known internally at BlueCat so that we can properly align our strategic planning.
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What will you bring to the team?

• You are technically savvy with a deep knowledge of networking protocols and experience in debugging network issues (packet capture and analysis, etc.)
• You have strong experience with common protocols and services (FTP, TFTP, NTP, SNMP, syslog, etc.) and a thorough understanding of DNS, DHCP & Linux
• You are an excellent communicator - you have a way with words & can connect easily with others. You possess a strong ability to explain highly technical issues to non-technical audiences
• You have a passion for constant improvement - always looking to do things better (both personally, as part of a team and for the company)
• You are capable of prioritizing and allocating resources to / focus efficiently on multiple projects
• You have experience managing customers in an enterprise environment and are able to demonstrate excellence in customer service

We’ve got you covered:

Our benefits cover your health, wealth, and wellness—as well as a great work environment, employee programs, and a great company culture. We have a strong culture and live our values every day. We believe in transparency, curiosity, respect, and above all, have fun.

Speaking of a great work environment, here are just a few of the perks for you to enjoy!

• Professional Development Allowance
• Vacation, Holidays and Wellness Days off
• Lifestyle Spending Account
• Employee Recognition Program
• Parental Leave Top Up

If you’re as excited about the future of our company as we are, we would love to hear from you!

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.