Customer Support Engineer

🕒 June 2

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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 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

🎯 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

🏖️ Benefits

• Flexible work arrangements