Enterprise Support Engineer (Treca Smena) [00h-08h]

Job description

We're BlueCat—a Great Place to Work for good reason. Our team solves critical network challenges for some of the world's largest organizations. In simple terms, we manage the systems that keep networks running smoothly, securely, and reliably—the backbone infrastructure that powers digital transformation for enterprises globally. Our Intelligent Network Operations platform delivers and enables AI-driven agentic ops at scale, automating and simplifying how companies manage, secure, and optimize their networks. But what makes us different is how we work: we believe great work happens in an environment where you're trusted, heard, and supported. With teams globally, we're building a workplace culture that values collaboration and integrity as much as innovation. If you're looking to advance your career with a company that invests in its people, this is it. We are looking for an **Enterprise Support Engineer** to join our Customer Care department! Here is what you need to know about our **Customer Care** team: We are a technologically savvy and proactive team dedicated to outstanding customer experience. We love problem solving and we take pride in being the face of BlueCat for our customers. We enjoy and thrive after receiving feedback and having the opportunity to voice the needs of our customers to the overall organization. Think of us as BlueCat’s front line warriors! As an **Enterprise Support Engineer (ESE**), you will work directly with our largest and most strategic enterprise customers to anticipate, identify and address their technical concerns. **\*FIRST 12 WEEKS - TRAINING\*** **12AM-8AM Serbian Time** **Full-time, permanent** **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 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 causes. - 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 **What will you bring to the team?** - You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and with the company - You are proactive; a tenacious self-starter to the core - 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 with 5+ years’ experience - 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