Technical Support Analyst (Third Shift) [00h-08h] at BlueCat

Belgrade, Serbia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, NetworkingIndustries

Requirements

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
Nice to have: CCNA or equivalent certification

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 update KB articles to ensure we are improving efficiency

Skills

Key technologies and capabilities for this role

Network MonitoringNetwork AnalysisTechnical SupportTroubleshootingCustomer ServiceCase ManagementProblem Solving

Questions & Answers

Common questions about this position

What shift does this Technical Support Analyst role work?

This is a third shift position working from 00h to 08h.

What qualifications are required for the Technical Support Analyst position?

Candidates need a BS degree in science or equivalent work experience, 2 or more years 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, and ability to use diagnostic tools for network issues.

What is the company culture like at BlueCat?

BlueCat has an award-winning culture certified as a Great Place to Work, recognized as one of Canada's top workplaces in technology, youth, women, and mental health and inclusion. The Customer Care team is technologically savvy, proactive, dedicated to outstanding customer experiences, loves problem-solving, and acts as BlueCat’s front line warriors.

What is the salary or compensation for this role?

This information is not specified in the job description.

What experience makes a strong candidate for this Technical Support Analyst role?

Strong candidates will have 2+ years in technical support, networking knowledge including NetFlow, SNMP, and diagnostic skills, plus a BS degree or equivalent, as these directly match the qualifications for handling customer technical issues.

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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