Technical Support Engineer at BlueCat

📋 Description

• 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
• 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.

🎯 Requirements

• 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.

🎁 Benefits

• Professional Development Budget
• Dedicated Wellness Days and Wellness Week
• Lifestyle Spending Account
• Employee Recognition Program