Technical Support Engineer

BlueCat and LiveAction offer complementary solutions to enhance network performance and security. LiveAction’s Network Intelligence platform transforms complex data into actionable insights, providing organizations with a comprehensive view of their network, from network and application performance to security. This enables enterprise teams to rapidly resolve network issues at scale, accelerate threat response, increase employee productivity, and reduce business risk. Meanwhile, BlueCat provides a suite of solutions that help network, security, applications, and cloud and DevOps teams optimize the IP environment, driving business outcomes forward.

Together, these platforms empower organizations to maintain robust, efficient, and secure network operations.

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