Technical Support Engineer

About the role

BlueCat is seeking a Technical Support Engineer to provide first‑line assistance for customers using network monitoring and analysis solutions. The role involves diagnosing issues, guiding customers, and collaborating with internal teams to ensure smooth operation of the platform.

Key responsibilities

• Log all customer interactions and technical steps in SFDC.
• Identify the nature of problems, ask clarifying questions and use diagnostic tools.
• Resolve common issues using knowledge‑base articles, training, and lab testing.
• Create tickets for bugs or feature suggestions with supporting information.
• Escalate unresolved cases to Tier 3 support with prerequisite details.
• Maintain continuous communication with stakeholders and customers.
• Collect and document feedback for continuous improvement.
• Update or create knowledge‑base articles to improve efficiency.

Required profile

• Bachelor’s degree in a scientific field or equivalent work experience.
• At least 2 years of 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 diagnose network issues using common debugging tools.
• Basic understanding of security, virtualization, databases, and REST APIs.
• Familiarity with Windows and Linux operating systems.
• Self‑starter, detail‑oriented, and able to work independently.

Required skills

• NetFlow
• SNMP
• Routing
• LAN
• IP SLA
• QoS
• SSH
• Telnet
• Windows
• Linux
• Security fundamentals
• Virtualization concepts
• Database basics
• REST APIs

What we offer

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