Customer Support Engineer

Job summary

The Customer Support Engineer will diagnose and resolve complex technical issues for broadband service providers while collaborating with engineering and marketing teams. Responsibilities include providing technical support, creating documentation, and contributing to product development through JIRA reporting and automation.

Job details

Are you passionate about solving problems and delivering next-generation software to enhance the Internet experience? Join a global leader creating software for broadband service providers. We have been growing since 1992 and now work with some of the top service providers worldwide to deliver solutions that are innovative, creative, and make life easier for millions of subscribers. We are seeking a Customer Support Engineer who thrives in a fast-paced global team environment As a Customer Support Engineer, you will be responsible for helping Incognito's customers by diagnosing and resolving complex technical issues in a high-contribution role with exciting technical challenges, ongoing learning, and the excitement of helping the world's broadband operators as part of our fun, tight-knit team. This role is ideal for a proactive, self-driven professional who thrives in tackling complex technical challenges. You will leverage your existing technical expertise while continuously expanding your skill set to solve critical problems for some of the world’s top Service Providers. The ideal candidate is resourceful, adaptable, and capable of taking ownership - someone who seeks out solutions, learns quickly, and takes charge when faced with knowledge gaps. This is a fully remote role, with the candidate working out of their home office in Ontario, Canada. The salary range for this position is $65-75,000 CAD. Job Details: Provide pre and post-sales technical support via email, phone, and remote access including: delivering presentations, training sessions, and demos for customers. Write and proofread documentation including self-help documents and knowledgebase articles. Escalate customer issues when appropriate. Cross-functional teamwork with Engineering and Marketing to provide valuable input on product development. Participate in developing RCA documents Contribute to product development by reporting and qualifying JIRA issues to our Product Teams Contribute to scale customer service by developing tools and scripts to automate Support processes Work independently to troubleshoot complicated network problems, and collaborate in a team environment. Demonstrate your proven ability to learn new technologies and tools Other Requirements: Must be comfortable working from a home office in Ontario and customer sites (when permitted). Availability for meetings and collaborations outside your time zone, and at times after-hours, and for on-call rotation and pager-duty. Requirements: Post-secondary degree and 2 years of relevant working experience. Intermediate knowledge of DHCP and DNS protocols Intermediate operational knowledge of Linux and/or Solaris administration Intermediate knowledge in Network and TCP/IP Protocols Experience troubleshooting large databases (e.g. Oracle, Postgres, MySQL, Mongo). Working knowledge of REST APIs, SOAP, XML, SDK implementation Nice to Have Experience writing scripts in a shell language (Perl, Bash, Python, etc.) Knowledge of DOCSIS, Packetcable, SIP, or TR-069 / User Services Platform (USP) Previous technical support or help desk experience Experience with Zendesk Experience working with and configuring hardware devices such as routers and switches

What you’ll do

The Customer Support Engineer will diagnose and resolve complex technical issues for broadband service providers while collaborating with engineering and marketing teams. Responsibilities include providing technical support, creating documentation, and contributing to product development through JIRA reporting and automation.

Requirements

Candidates must have a post-secondary degree and at least 2 years of relevant experience in technical support or help desk roles. Proficiency in Linux/Solaris, network protocols, and database troubleshooting is required, along with experience in REST APIs and scripting.

Listed skills

• DHCP · Preferred
• DNS · Preferred
• Linux · Preferred
• TCP/IP · Preferred
• Oracle · Preferred
• PostgreSQL · Preferred
• MySQL · Preferred
• REST APIs · Preferred
• Troubleshooting · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Dhcp
• Dns
• Linux
• Solaris
• Tcp/ip
• Oracle
• Postgres
• Mysql
• Mongo
• Rest apis
• Soap
• Xml
• Sdk
• Troubleshooting
• Technical support
• Network protocols
• Resourcefulness
• Technical Issues
• Proofreading
• Cross-Functional Coordination
• Technical Support
• JIRA
• Customer Support
• Bash (Scripting Language)
• Broadband
• Customer Service
• Dynamic Host Configuration Protocol (DHCP)
• DOCSIS (Data Over Cable Service Interface Specification)
• Perl (Programming Language)
• Sales
• Help Desk Support
• Marketing
• Innovation
• Session Initiation Protocols
• Python (Programming Language)
• PostgreSQL
• MongoDB
• MySQL
• New Product Development
• Presentations
• Remote Access Systems
• RESTful API
• Solaris (Operating System)
• TCP/IP
• Troubleshooting (Problem Solving)
• Writing
• Extensible Markup Language (XML)
• Network Switches
• Network Routing
• Root Cause Analysis

Job areas

• Customer Service & Support
• Technology
• Software
• Engineering
• Customer Support Engineer
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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