Customer Support Engineer

Job not on LinkedIn

🔥 38 minutes ago

🇨🇦 Canada – Remote

💵 $65k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• Diagnose and resolve complex technical issues for Incognito customers • 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 to provide input 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

• 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 • Availability for on-call rotation and pager-duty • 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 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 • Experience writing scripts in a shell language such as Perl, Bash, or Python • 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

🏖️ Benefits

• Fully remote work from a home office in Ontario, Canada • Ongoing learning • Customer-facing technical challenges and professional development through expanding skill sets