Customer Support Engineer

Job not on LinkedIn

🔥 2 minutes ago

🌐 Canada, Mexico – Remote

🇨🇦 Canada – Remote 🇲🇽 Mexico – Remote

💵 $65k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 0%

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Incognito Software Systems

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1992

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

Telecommunications • SaaS • Enterprise

Incognito Software Systems is a company that provides comprehensive operational support systems (OSS) solutions for broadband services. They focus on accelerating and innovating broadband services with a specialty in cable, fiber, and mobile broadband technologies. Incognito offers a range of products and services, including network monetization and analytics, device management, DOCSIS provisioning, and service activation. With over 30 years of experience, the company serves global service providers, helping them to manage the demand for broadband services while enhancing network automation and efficiency. They are recognized in the industry as innovators in the OSS/BSS markets and work closely with partners to optimize broadband solutions through technologies like TR-369 and unified Pon and DOCSIS support. Their headquarters are located in Vancouver, Canada, with additional locations in Ottawa and Dublin.

📋 Description

• Provide pre- and post-sales technical support via email, phone, and remote access • Deliver customer presentations, training sessions, and demos • Write and proofread self-help documentation and knowledgebase articles • Escalate customer issues when appropriate • Collaborate cross-functionally with Engineering and Marketing on product development • Participate in developing RCA documents • Report and qualify JIRA issues for Product Teams • Develop tools and scripts to automate Support processes • Troubleshoot complicated network problems independently and collaboratively • Learn new technologies and tools

🎯 Requirements

• Bilingual English and Spanish • Post-secondary degree • 2 years of relevant working experience • Intermediate knowledge of DHCP and DNS protocols • Intermediate operational knowledge of Linux and/or Solaris administration • Intermediate knowledge of network and TCP/IP protocols • Experience troubleshooting large databases such as Oracle, Postgres, MySQL, or Mongo • Working knowledge of REST APIs, SOAP, XML, and SDK implementation • Comfortable working from a home office and customer site when permitted • Availability for meetings and collaborations outside your time zone and at times after-hours • Availability for on-call rotation and pager-duty • Nice to have: experience writing scripts in Perl, Bash, Python, or another shell language • Nice to have: knowledge of DOCSIS, PacketCable, SIP, or TR-069 / User Services Platform (USP) • Nice to have: previous technical support or help desk experience • Nice to have: experience with Zendesk • Nice to have: experience configuring routers and switches

🏖️ Benefits

• Ongoing learning • Comfortable working from a home office • On-call rotation and pager-duty availability arrangements