Customer Support Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Identify and resolve intricate technical issues for Incognito customers.

• Offer pre-sales and post-sales technical assistance through email, phone, and remote access.

• Conduct customer presentations, training sessions, and demonstrations.

• Create and edit self-help documentation and knowledgebase entries.

• Elevate customer concerns when necessary.

• Work collaboratively with Engineering and Marketing to contribute to product development.

• Engage in the creation of Root Cause Analysis (RCA) documents.

• Report and classify JIRA issues for Product Teams.

• Design tools and scripts to streamline Support processes.

• Diagnose complex network issues both independently and in collaboration with others.

• Acquire knowledge of new technologies and tools.

⛳️ Requirements

• Must be comfortable working from a home office in Ontario and visiting customer sites when allowed.

• Availability for meetings and collaborations in different time zones and occasionally after hours.

• Willingness to participate in on-call rotation and pager duty.

• Post-secondary education and 2 years of relevant professional experience.

• Intermediate understanding of DHCP and DNS protocols.

• Intermediate operational knowledge of Linux and/or Solaris system administration.

• Intermediate knowledge of network and TCP/IP protocols.

• Experience in troubleshooting large databases, including Oracle, Postgres, MySQL, or Mongo.

• Familiarity with REST APIs, SOAP, XML, and SDK implementation.

• Experience in writing scripts using a shell language such as Perl, Bash, or Python.

• Knowledge of DOCSIS, PacketCable, SIP, or TR-069 / User Services Platform (USP).

• Previous experience in technical support or help desk roles.

• Experience with Zendesk.

• Experience in working with and configuring hardware devices like routers and switches.

🏝️ Benefits

• Fully remote work from a home office in Ontario, Canada.

• Continuous learning opportunities.

• Customer-facing technical challenges and professional growth through skill enhancement.