Enterprise Support Specialist

Enterprise Support Specialist

Remote - Customer Success - Customer Care / Full-Time

Join us at BlueCat, a leading innovator in Intelligent Network Operations We are transforming how organizations approach network management with our cutting-edge solutions. Our first-of-its-kind Intelligent NetOps combines foundational core services with advanced insights into network performance and health, empowering teams to be more agile and reduce risks.

At BlueCat, we are proud of our award-winning culture and numerous accolades, including the "Great Place to Work" certification. By joining us, you become part of a company renowned for its excellence and a dynamic team recognized as one of Canada's top workplaces across various categories, including Technology and Mental Health & Inclusion.

We are actively seeking an Enterprise Support Specialist to enhance our Customer Care department Our team is composed of proactive, technologically skilled professionals committed to delivering outstanding customer experiences. As the face of BlueCat for our clients, we thrive on feedback and are dedicated to representing our customers' needs within the organization.

As an Enterprise Support Specialist, you will engage directly with key strategic enterprise clients to anticipate, address, and resolve their technical concerns.

Your daily responsibilities will include:

• Collaborating with dedicated clients to optimize their experience with BlueCat products through thorough understanding of requests and technical expertise.
• Creating semi-annual Health Check documents and crafting agendas for PRS calls.
• Establishing yourself as a trusted advisor, ensuring that recommendations are communicated effectively to the right stakeholders.
• Utilizing advanced troubleshooting and debugging skills to identify root causes of customer issues, including setting up test environments that replicate customer production settings.
• Guiding clients to follow best practices and maximizing their use of BlueCat Software while identifying opportunities for upgrades and additional services.
• Coordinating with various BlueCat business units (Sales, Professional Services, Engineering, Product Management) to escalate and resolve issues effectively.
• Maintaining a strong technical relationship with customers, ensuring their needs are recognized and integrated into our strategic planning.

What we’re looking for:

• A passionate learner with a continuous desire for personal and professional growth.
• A proactive, self-starter who takes initiative.
• Strong technical knowledge of networking protocols and experience in debugging network issues (e.g., packet capture and analysis).
• Comprehensive experience with common protocols and services (FTP, TFTP, NTP, SNMP, syslog) along with a solid understanding of DNS, DHCP, and Linux, supported by 5+ years of experience.
• An excellent communicator who can connect with others and simplify complex technical concepts for non-technical audiences.
• A commitment to continuous improvement, both individually and within the team.
• Proven ability to prioritize multiple projects effectively and manage customer relationships in an enterprise environment.

If you’re excited about the opportunity to contribute to an innovative team and help shape the future of networking technology, we want to hear from you We offer a comprehensive benefits package that prioritizes your health and well-being, alongside a vibrant workplace culture that values transparency, curiosity, respect, and enjoyment.

In addition to competitive salaries, we provide:

• A Professional Development Budget to help you grow.
• Dedicated Wellness Days and a Wellness Week to support your well-being.
• A Lifestyle Spending Account for various personal expenses.
• An Employee Recognition Program to celebrate your achievements.

Become a part of our remarkable team and help us make an impact

BlueCat is an Equal Opportunity Employer, dedicated to diversity and inclusion. We actively encourage applications from all qualified individuals and do not discriminate against applicants based on any characteristics protected by law.