Customer Support Engineer

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
  

About Us

Incognito Software Systems provides service orchestration software and services solutions that help fixed service providers manage the next-generation broadband experience. Our productized service orchestration platforms allow digital service providers to manage broadband devices and services, bringing extensive automation and analytics to reduce operational costs and improve the user experience. Our solutions are proven in CSP networks globally, delivering tangible operational efficiencies and service agility.

Incognito is an equal opportunity employer. We recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.