Enterprise Support Engineer - LiveAction Second Shift [16h-00h]

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.

We are looking for an Enterprise Support Engineer – LiveAction to join our Customer Care department.

We are a technologically savvy and proactive team dedicated to delivering outstanding customer experiences. We thrive on problem-solving and take pride in being the face of BlueCat for our customers. We value feedback and actively advocate for our customers’ needs across the organization. Think of us as BlueCat’s front-line warriors.

As an Enterprise Support Engineer (ESE) – LiveAction, you will work directly with dedicated strategic enterprise customers to anticipate, identify, and resolve complex technical challenges related to network visibility, performance monitoring, and application experience.

• Partner with dedicated enterprise customers to help them optimize their use of LiveAction products and services, combining a deep understanding of customer needs with strong technical expertise.

• Own the technical relationship with assigned customers and act as their trusted technical advisor.

• Create and deliver Health Check documents and lead technical discussions during customer review calls.

• Apply in-depth troubleshooting and analytical skills to identify root cause of complex issues related to:

- Network performance and visibility

- Flow-based monitoring (NetFlow, IPFIX, sFlow)

- SNMP polling, traps, and device integrations

- QoS, traffic classification, and application performance

• Reproduce customer issues by building test environments that mirror production setups and validating behavior using customer or representative data.

• Collaborate closely with LiveAction Engineering by providing detailed findings, logs, configurations, and step-by-step reproduction instructions.

• Guide customers on best practices for deployment, configuration, and optimization of LiveAction solutions.

• Identify opportunities to enhance customer outcomes through feature adoption, upgrades, or additional services.

• Escalate and manage issues across multiple internal teams (Engineering, Product Management, Sales, Professional Services, etc.).

• Ensure both short-term and long-term customer technical needs are clearly understood and communicated internally to support strategic alignment.

• Advocate for customers by providing feedback that influences product improvements and roadmap discussions.

• An insatiable thirst for knowledge and a desire to continuously improve both technically and professionally.

• A proactive, self-starting mindset with strong ownership of customer issues.

• Strong hands-on experience troubleshooting enterprise networks and complex environments.

• Solid knowledge of network monitoring and observability technologies, including:

- QoS, traffic shaping, and performance metrics

• Strong understanding of TCP/IP, routing fundamentals, and packet analysis.

• Experience working with Linux systems and logs.

• Ability to analyze packet captures and performance data to identify issues and trends.

• Excellent communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.

• A passion for continuous improvement and delivering exceptional customer experiences.

• Strong organizational skills and the ability to manage multiple customers and priorities effectively.

• Experience supporting enterprise customers and delivering high-quality customer service.

• 3+ years of experience in a technical support, network engineering, or similar customer-facing role.