Enterprise Support Team Lead
Belgrade / Toronto Office
Customer Success – Customer Care /
Full-Time /
Hybrid
Have you heard of BlueCat? We’re one of those hidden gems that’s been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat’s Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation.
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.
We are looking for an Enterprise Support Team Lead to join our Customer Care department!
Here is what you need to know about our Customer Care team: We are a technologically savvy and proactive team dedicated to outstanding customer experiences. We love problem solving and we take pride in being the face of BlueCat for our customers. We enjoy and thrive off of receiving feedback and having the opportunity to voice the needs of our customers to the overall organization. Think of us as BlueCat’s front line warriors!
As a Enterprise Support Team Lead (TL), you will manage a team of Enterprise Support Engineers that support BlueCat’s largest and most engaging customers. The Team Lead plays an important role to ensure that consistent and quality service delivery that our Enterprise Support customers rely on.
Every day will bring new and exciting challenges. You will:
- Responsible for keeping 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.
- Provides leadership and career guidance to direct reports.
- Hold regular 1:1s with direct reports.
- Available for escalations after hours as part of a on-call rotation.
- Identify challenges and remove roadblock within respective teams.
What will you bring to the team?
- You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and with the company.
- You are proactive; a tenacious self-starter to the core.
- You are technically savvy with a deep knowledge of networking protocols and experience in debugging network issues (packet capture and analysis, etc.)
- You have strong experience with common protocols and services (FTP, TFTP, NTP, SNMP, syslog, etc.) and a thorough understanding of DNS, DHCP & Linux with 5+ years’ experience.
- You have at least 3 years of experience in a Customer Care Team Lead role.
- You are an excellent communicator - you have a way with words & can connect easily with others. You possess a strong ability to explain highly technical issues to non-technical audiences.
- You have a passion for constant improvement - always looking to do things better (both personally, as part of a team and for the company).
- You are capable of prioritizing and allocating resources efficiently on multiple projects.
- You have experience managing customers in an enterprise environment and can demonstrate excellence in customer service.
- Providing detailed updates in customer cases that show progress to closure.
- The ability to maintain composure during high severity issues with a focus on getting to resolution.
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.
