Enterprise Support Team Lead at BlueCat

Montreal, Missouri, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, NetworkingIndustries

Requirements

Insatiable thirst for knowledge and improvement with desire to grow in role and company
Proactive and tenacious self-starter
Technically savvy with deep knowledge of networking protocols and experience debugging network issues (packet capture and analysis, etc.)
Strong experience with common protocols and services (FTP, TFTP, NTP, SNMP, syslog, etc.) and thorough understanding of DNS, DHCP & Linux with 5+ years’ experience
At least 3 years of experience in a Customer Care Team Lead role
Excellent communicator with ability to explain highly technical issues to non-technical audiences
Passion for constant improvement (personally, as part of a team, and for the company)
Capable of prioritizing and allocating resources efficiently on multiple projects
Experience managing customers in an enterprise environment with demonstrated excellence in customer service
Ability to provide detailed updates in customer cases showing progress to closure
Ability to maintain composure during high severity issues with focus on getting to resolution

Responsibilities

Keep the team focused and operating smoothly
Provide consistent and timely performance feedback to team members
Work with management team and raise customer concerns in a timely manner
Address customer concerns and resolve issues with minimal supervision
Ensure compliance with published KPIs and other metrics
Prioritize and allocate resources efficiently across multiple projects
Provide leadership and career guidance to direct reports
Hold regular 1:1s with direct reports
Available for escalations after hours as part of an on-call rotation
Identify challenges and remove roadblocks within respective teams

Skills

Team Management

Customer Support

Problem Solving

Network Troubleshooting

Provisioning

Remediation

Customer Experience

BlueCat

Provides Adaptive DNS and network security solutions

About BlueCat

BlueCat Networks provides Adaptive DNS solutions that improve network security, efficiency, and management of hybrid cloud environments. Their products include DNS, DHCP, and IPAM solutions, which help businesses automate network functions, minimize risks, and comply with industry standards. Unlike many competitors, BlueCat focuses on transforming DNS into a security asset, enabling organizations to quickly identify and address network threats. The company aims to support enterprises in their digital transformation efforts by offering a unified view of their network, simplifying tasks for DevOps and NetOps teams through automation.

Toronto, CanadaHeadquarters

2001Year Founded

$27MTotal Funding

SERIES_BCompany Stage

Enterprise Software, CybersecurityIndustries

501-1,000Employees

Benefits

Professional Development Budget

Wellness Program

Employee Recognition Program

Risks

Integration challenges from LiveAction acquisition may disrupt operations and customer service.

Expansion in APAC exposes BlueCat to competition from established local players.

Zero Trust DNS introduction may face resistance, slowing adoption rates.

Differentiation

BlueCat specializes in Adaptive DNS, enhancing network security and hybrid cloud management.

Their solutions automate network functions, reducing risks and ensuring compliance.

BlueCat transforms DNS into a robust defense line, rapidly detecting network threats.

Upsides

Increased demand for hybrid cloud solutions boosts need for BlueCat's DNS management tools.

Zero Trust security models create opportunities for BlueCat's DNS-based security solutions.

Acquisition of LiveAction enhances BlueCat's network performance monitoring capabilities.

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