Enterprise Support Engineer – 8am to 4pm

About the role

We are seeking an Enterprise Support Engineer to join the Customer Care team. The role involves providing first‑line technical assistance to strategic enterprise customers using BlueCat and LiveAction network monitoring solutions, working 08:00‑16:00.

Key responsibilities

• Log and track all customer interactions and technical steps in Salesforce (SFDC).
• Diagnose and resolve network monitoring issues using knowledge of NetFlow, SNMP, routing, LAN, IP SLA, QoS, SSH and Telnet.
• Create tickets for bugs or feature requests and provide detailed information.
• Escalate unresolved cases to Tier 3 with required documentation.
• Communicate status updates continuously to customers and internal stakeholders.
• Collect and document customer feedback and contribute to knowledge‑base articles.

Required profile

• Bachelor’s degree in a scientific field or equivalent work experience.
• At least two years of experience in a technical support role.
• Strong analytical mindset, self‑starter and detail‑oriented.

Required skills

• Understanding of servers, networks, routers and switches.
• Knowledge of NetFlow, SNMP, routing, LAN, IP SLA, QoS, SSH and Telnet.
• Experience with Windows and Linux operating systems.
• Familiarity with cloud platforms such as AWS, Azure and GCP.
• Basic knowledge of security concepts, virtualization, databases and REST APIs.
• CCNA or equivalent networking certification (preferred).