Technical Support [08h-16h]

BlueCat provides a suite of solutions that help network, security, applications, and cloud and DevOps teams optimize the IP environment for outcomes that drive your business forward.

At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

Overview:

First line of support for customers facing technical issues with network monitoring and analysis.

Responsibilities

· 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 tools.

· 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.

· Collect Feedback: Ensure feedback is documented and radiated to proper personnel.

· Document: Add or updated KB articles to ensure we are improving efficiency.

Qualifications:

· 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.

· Basic knowledge of operating systems (Windows and Linux).

· Self-starter and detailed oriented.

Nice to have

· Experience with Cloud AWS, Azure, and GCP

· CCNA or equivalent certification 

If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application! Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.

In addition, we offer a range of appealing perks, including:

A Professional Development Budget

Dedicated Wellness Days and Wellness Week

A Lifestyle Spending Account

An Employee Recognition Program

Join us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team!

BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.