📍 Job Overview

Job Title: Technical Support Analyst (Third Shift) [00h-08h]
Company: BlueCat
Location: Belgrade, Central Serbia, Serbia
Job Type: Full-Time, On-site
Category: Technical Support, Customer Care
Date Posted: 2025-07-31
Experience Level: 2-5 years

🚀 Role Summary

Strategic Customer Support: Work directly with dedicated enterprise customers to anticipate, identify, and address their technical concerns.
First Line of Support: Serve as the initial point of contact for customers facing technical issues with network monitoring and analysis.
Problem-Solving Focus: Leverage diagnostic tools, knowledge base articles, and prior training to resolve common issues efficiently.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to thrive in a fast-paced, dynamic environment. Previous experience in technical support roles and a basic understanding of networks and servers are essential for success in this position.

💻 Primary Responsibilities

Manage Cases: Log all customer interactions and technical steps taken in SFDC to ensure accurate record-keeping and easy reference.
Identify Issues: Determine the nature of the problem by asking clarifying questions and utilizing diagnostic tools to gather relevant information.
Resolve Issues: Resolve common issues using knowledge base articles, prior training, and testing in a lab environment.
Create Tickets: If necessary, enter bugs and feature suggestions with supporting information to facilitate further investigation and resolution.
Manage Escalation: Escalate unsolved issues to Tier 3 support with prerequisite information to ensure a smooth handoff and timely resolution.
Communicate Continuously: Keep internal stakeholders and customers informed on issues, ensuring transparency and maintaining customer satisfaction.
Collect Feedback: Ensure customer feedback is documented and radiated to the proper personnel to drive continuous improvement.
Document: Add or update knowledge base articles to ensure efficiency and knowledge sharing across the team.

📝 Enhancement Note: This role requires strong organizational skills, attention to detail, and the ability to manage multiple cases simultaneously. Prioritization and time management skills are crucial for success in this position.

🎓 Skills & Qualifications

Education: A BS degree in science or equivalent work experience is required for this role.

Experience: At least 2 years of previous experience in a technical support role is necessary to excel in this position.

Required Skills:

Basic understanding of servers, networks, routers, and switches.
Knowledge of NetFlow, SNMP, Routing, LAN, IP SLA, QoS, SSH, and Telnet.
Ability to use diagnostic tools to identify and resolve network issues.
Basic understanding of security, virtualization, databases, and REST APIs.
Basic knowledge of operating systems (Windows and Linux).
Self-starter with strong attention to detail and a commitment to continuous learning.

Preferred Skills:

Experience with Cloud platforms (AWS, Azure, GCP).
CCNA or equivalent certification.

📝 Enhancement Note: Candidates with experience in cloud environments and relevant certifications may have an advantage in this role, as they will be better equipped to handle the diverse range of customer issues that may arise.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Interaction Examples: Provide examples of successful customer interactions, demonstrating your problem-solving skills and ability to communicate effectively with customers.
Issue Resolution Documentation: Showcase your ability to document technical steps taken to resolve issues, ensuring accurate record-keeping and easy reference for future use.
Feedback Collection: Highlight your ability to collect and document customer feedback, demonstrating your commitment to driving continuous improvement.

Technical Documentation:

Knowledge Base Articles: Provide examples of knowledge base articles you have created or updated, showcasing your ability to share technical knowledge and improve team efficiency.
Diagnostic Tool Usage: Demonstrate your proficiency in using diagnostic tools to identify and resolve network issues, with a focus on accuracy and efficiency.

📝 Enhancement Note: While this role does not require a traditional web development portfolio, candidates should be prepared to demonstrate their technical skills and problem-solving abilities through relevant examples and case studies.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified in the job listing. According to regional market research and industry standards for technical support roles in Belgrade, Serbia, the estimated salary range is approximately €15,000 - €25,000 per year (gross), depending on experience and qualifications.

Benefits:

Professional Development Budget
Dedicated Wellness Days and Wellness Week
Lifestyle Spending Account
Employee Recognition Program

Working Hours: This role requires working the third shift, from 00h to 08h, with a total of 40 working hours per week.

📝 Enhancement Note: The salary range provided is an estimate based on regional market research and industry standards. Actual salary offers may vary depending on the candidate's qualifications, experience, and the company's internal compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: BlueCat operates in the rapidly growing space of Intelligent Network Operations, focusing on providing a combination of systems of understanding and change to enhance agility and mitigate risks from high rates of change.

Company Size: BlueCat is a medium-sized company with a strong focus on culture and employee development. This size allows for a more intimate work environment and the opportunity to make a significant impact on the organization's success.

Founded: BlueCat was founded in 2001, making it an established player in the Intelligent Network Operations market.

Team Structure:

The Customer Care team is a technologically savvy and proactive group dedicated to outstanding customer experiences.
The team is responsible for being the face of BlueCat for its customers and thrives on problem-solving and receiving feedback.
The Technical Support Analyst role is the first line of support for customers facing technical issues with network monitoring and analysis.

Development Methodology:

BlueCat employs a customer-centric approach to development, with a focus on anticipating, identifying, and addressing customer concerns.
The company utilizes a ticketing system (SFDC) to log customer interactions and track technical steps taken.
BlueCat encourages continuous learning and improvement, with a strong emphasis on documenting and sharing technical knowledge.

Company Website: BlueCat Website

📝 Enhancement Note: BlueCat's focus on customer care and continuous improvement creates an environment that values proactive problem-solving and strong communication skills. Candidates who excel in these areas are likely to find success in this role and within the company.

📈 Career & Growth Analysis

Technical Support Analyst Career Level: This role is typically an entry- to mid-level position within the technical support career path. The primary responsibility is to serve as the first line of support for customers, anticipating, identifying, and addressing their technical concerns.

Reporting Structure: The Technical Support Analyst reports directly to the Customer Care Manager and works closely with other members of the Customer Care team, as well as internal stakeholders, to ensure customer satisfaction and drive continuous improvement.

Technical Impact: In this role, you will have a direct impact on customer satisfaction and the overall success of the organization by effectively managing customer cases, identifying and resolving issues, and collecting and radiating customer feedback.

Growth Opportunities:

Technical Specialization: As you gain experience and expertise in the role, you may have the opportunity to specialize in specific areas of network monitoring and analysis, such as security, virtualization, or databases.
Mentoring and Leadership: With experience and demonstrated leadership skills, you may have the opportunity to mentor new team members, lead projects, or take on a more senior role within the organization.
Cross-Functional Collaboration: As you develop your skills and knowledge, you may have the opportunity to work closely with other teams within the organization, such as product development or sales, to drive continuous improvement and innovation.

📝 Enhancement Note: BlueCat's focus on employee development and growth creates opportunities for Technical Support Analysts to advance their careers within the organization. Candidates who demonstrate strong problem-solving skills, attention to detail, and a commitment to continuous learning are well-positioned to take advantage of these growth opportunities.

🌐 Work Environment

Office Type: BlueCat's office environment is described as collaborative and technologically savvy, with a focus on outstanding customer experiences and proactive problem-solving.

Office Location(s): BlueCat's office is located in Belgrade, Serbia.

Workspace Context:

Collaborative Environment: The workspace is designed to foster collaboration and communication among team members, with a focus on sharing knowledge and driving continuous improvement.
Technical Tools: The workspace is equipped with the necessary tools to diagnose and resolve network issues, including diagnostic tools, knowledge base articles, and prior training resources.
Customer Interaction: The workspace is designed to facilitate effective communication with customers, with a focus on understanding their needs and addressing their concerns.

Work Schedule: This role requires working the third shift, from 00h to 08h, with a total of 40 working hours per week. The work schedule may be subject to change based on business needs and customer demand.

📝 Enhancement Note: BlueCat's collaborative work environment and focus on customer care create an ideal setting for candidates who thrive in dynamic, fast-paced environments and enjoy working closely with customers to address their technical concerns.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills, problem-solving abilities, and cultural fit.
Technical Assessment: A hands-on technical assessment to evaluate your ability to diagnose and resolve network issues using diagnostic tools, knowledge base articles, and prior training.
Behavioral Interview: A structured interview focused on your problem-solving skills, attention to detail, and commitment to customer care.
Final Decision: A final decision will be made based on the results of the interview process and a review of your application materials.

Portfolio Review Tips:

Customer Interaction Examples: Highlight successful customer interactions that demonstrate your problem-solving skills and ability to communicate effectively with customers.
Issue Resolution Documentation: Showcase your ability to document technical steps taken to resolve issues, ensuring accurate record-keeping and easy reference for future use.
Feedback Collection: Demonstrate your proficiency in collecting and documenting customer feedback, with a focus on driving continuous improvement.

Technical Challenge Preparation:

Diagnostic Tools: Familiarize yourself with common diagnostic tools used to identify and resolve network issues, such as SSH, Telnet, and various command-line interfaces.
Knowledge Base Articles: Review knowledge base articles related to common network issues and troubleshooting techniques to ensure you are well-prepared to resolve customer concerns.
Customer Communication: Practice effective communication skills, both written and verbal, to ensure you can clearly and concisely explain technical concepts to customers.

ATS Keywords: [List of relevant technical support, customer care, and network monitoring keywords, organized by category]

📝 Enhancement Note: BlueCat's interview process is designed to assess your technical skills, problem-solving abilities, and commitment to customer care. Candidates who demonstrate strong communication skills, attention to detail, and a proactive approach to problem-solving are likely to excel in this process.

🛠 Technology Stack & Web Infrastructure

Diagnostic Tools:

SSH
Telnet
Various command-line interfaces (Windows and Linux)

Ticketing System:

Salesforce (SFDC)

Knowledge Base:

Internal knowledge base articles and resources

📝 Enhancement Note: While this role does not require a deep understanding of specific web technologies or infrastructure, candidates should be familiar with common diagnostic tools, ticketing systems, and knowledge base resources to effectively manage customer cases and resolve technical issues.

👥 Team Culture & Values

Customer Care Values:

Proactive Problem-Solving: BlueCat values team members who take a proactive approach to identifying and addressing customer concerns, with a focus on anticipating customer needs and driving continuous improvement.
Excellent Communication: BlueCat emphasizes strong communication skills, both written and verbal, to ensure effective interaction with customers and internal stakeholders.
Attention to Detail: BlueCat values team members who demonstrate a keen eye for detail and a commitment to accurate record-keeping and documentation.
Continuous Learning: BlueCat encourages a culture of continuous learning and improvement, with a focus on staying up-to-date with the latest network monitoring and analysis techniques.

Collaboration Style:

Cross-Functional Interaction: BlueCat fosters a collaborative work environment, with a focus on sharing knowledge and driving continuous improvement across teams and departments.
Peer Learning: BlueCat encourages team members to learn from one another, with a focus on knowledge sharing and mentoring.
Customer-Centric Approach: BlueCat prioritizes the customer experience, with a focus on understanding customer needs and addressing their concerns effectively and efficiently.

📝 Enhancement Note: BlueCat's customer-centric culture and focus on continuous improvement create an ideal environment for candidates who enjoy working closely with customers and thrive in dynamic, fast-paced environments.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Diverse Customer Base: BlueCat serves a diverse customer base, with a wide range of network monitoring and analysis needs. Candidates should be comfortable working with customers from various industries and backgrounds.
High Volume of Cases: BlueCat's customer care team manages a high volume of cases, requiring strong organizational skills, attention to detail, and the ability to prioritize and manage multiple cases simultaneously.
Complex Technical Issues: Candidates may encounter complex technical issues that require creative problem-solving and a deep understanding of network monitoring and analysis techniques.

Learning & Development Opportunities:

Technical Training: BlueCat offers technical training and development opportunities to help team members stay up-to-date with the latest network monitoring and analysis techniques.
Mentoring Programs: BlueCat provides mentoring programs to support the growth and development of team members, with a focus on knowledge sharing and skill development.
Conferences and Events: BlueCat encourages team members to attend industry conferences and events to expand their knowledge and network with other professionals in the field.

📝 Enhancement Note: BlueCat's diverse customer base and high volume of cases present unique challenges and opportunities for growth and development. Candidates who embrace these challenges and demonstrate a commitment to continuous learning are likely to find success in this role and within the organization.

💡 Interview Preparation

Technical Questions:

Diagnostic Tools: Be prepared to discuss your experience with common diagnostic tools, such as SSH, Telnet, and various command-line interfaces, and how you have used them to identify and resolve network issues.
Ticketing System: Familiarize yourself with the Salesforce (SFDC) ticketing system and be prepared to discuss how you have used it to manage customer cases and track technical steps taken.
Knowledge Base: Review internal knowledge base articles and resources related to common network issues and troubleshooting techniques, and be prepared to discuss how you have used them to resolve customer concerns.

Company & Culture Questions:

Customer Care Values: Be prepared to discuss BlueCat's customer care values and how you have demonstrated them in previous roles or experiences.
Collaboration Style: Familiarize yourself with BlueCat's collaborative work environment and be prepared to discuss how you have worked effectively with customers and internal stakeholders in previous roles.
Customer-Centric Approach: Be prepared to discuss your experience working with customers and understanding their needs, with a focus on driving continuous improvement and enhancing the customer experience.

Portfolio Presentation Strategy:

Customer Interaction Examples: Highlight successful customer interactions that demonstrate your problem-solving skills and ability to communicate effectively with customers.
Issue Resolution Documentation: Showcase your ability to document technical steps taken to resolve issues, ensuring accurate record-keeping and easy reference for future use.
Feedback Collection: Demonstrate your proficiency in collecting and documenting customer feedback, with a focus on driving continuous improvement.

📝 Enhancement Note: BlueCat's interview process is designed to assess your technical skills, problem-solving abilities, and commitment to customer care. Candidates who demonstrate strong communication skills, attention to detail, and a proactive approach to problem-solving are likely to excel in this process.

📌 Application Steps

To apply for this Technical Support Analyst position:

Submit Your Application: Click the application link provided in the job listing and submit your application materials, including your resume, cover letter, and any relevant portfolio pieces.
Prepare for Phone/Video Screen: Familiarize yourself with common diagnostic tools, ticketing systems, and knowledge base resources, and practice your communication skills to ensure you are well-prepared for the phone or video screen.
Review Technical Assessment: Review the technical assessment materials provided by BlueCat and ensure you are well-prepared to diagnose and resolve network issues using diagnostic tools, knowledge base articles, and prior training.
Research BlueCat: Learn about BlueCat's customer care values, collaborative work environment, and commitment to continuous improvement, and be prepared to discuss how your skills and experiences align with the company's culture and mission.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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