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.

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Accountabilities

• 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.

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How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

 Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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