Blue Planet Advanced Technical Support BPI+BPO

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Blue Planet Advanced Technical Support BPI+BPO in United States.

This role sits at the intersection of advanced technical troubleshooting and customer-facing engineering support within a complex software and networking environment. You will be responsible for diagnosing and resolving issues across a sophisticated telecom and cloud-based software portfolio used by global customers. Acting as a key technical escalation point, you will collaborate closely with engineering, R&D, and product teams to ensure rapid issue resolution and continuous product improvement. The position requires strong analytical skills to investigate multi-layer system problems, including interoperability between platforms and third-party systems. You will play a critical role in maintaining customer satisfaction by delivering timely solutions and effective workarounds. This is a highly collaborative environment where technical depth, communication, and responsiveness directly influence product quality and customer success.

• Provide advanced technical support for complex issues across a cloud and network software portfolio, ensuring timely diagnosis and resolution of customer problems.
• Collaborate with internal engineering, R&D, and product teams to investigate software defects, system behavior, and platform-level issues.
• Troubleshoot multi-product and third-party interoperability challenges across virtualized and networked environments.
• Develop and implement workarounds to mitigate product limitations and reduce customer impact.
• Serve as a customer advocate by ensuring issues are clearly communicated, tracked, and resolved with urgency and transparency.
• Contribute to continuous product improvement by providing structured feedback to engineering and product lifecycle teams.
• Maintain accurate case documentation, including technical details, troubleshooting steps, and resolution tracking.
• Support customer environments under pressure while ensuring high-quality service and communication standards.

---

Requirements

• Bachelor’s degree in computer science, network engineering, systems engineering, or equivalent practical experience.
• Strong understanding of networking protocols and technologies (e.g., IP, TCP/UDP, BGP, OSPF, MPLS, VPN, Ethernet).
• Hands-on experience with Linux/Unix systems and troubleshooting in production environments.
• Familiarity with virtualization technologies such as VMware, KVM, or Xen.
• Experience working with cloud-native or containerized environments (Docker, Kubernetes, microservices).
• Proficiency in scripting languages such as Python and/or Shell scripting is an asset.
• Understanding of databases (PostgreSQL, MySQL, ClickHouse, or graph databases such as Neo4j).
• Experience using monitoring, logging, or observability tools (e.g., Grafana, Nagios).
• Strong communication and customer service skills, particularly in high-pressure or escalation scenarios.
• Excellent organizational skills with the ability to manage multiple concurrent cases and priorities.
• Experience with ticketing systems, CRMs, and source control tools (e.g., Git, SVN) is an asset.
• Relevant certifications (e.g., CCNA, AWS, Google Cloud) are considered a plus.

---

Benefits

• Competitive annual salary ranging from approximately C$67,100 to C$107,300 depending on experience and location.
• Performance-based bonus eligibility and potential incentive compensation.
• Comprehensive health coverage including medical, dental, and vision plans.
• Retirement savings programs with employer matching contributions (DCPP/401K equivalent).
• Employee stock purchase program and additional financial benefits.
• Paid vacation, holidays, sick leave, and family-related leave policies.
• Flexible and supportive work environment promoting work-life balance.
• Access to professional development, training, and certification opportunities.
• Employee assistance and wellness programs supporting mental and physical health.