Customer Support Engineer

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Offer technical support before and after sales through email, phone, and remote access.

• Conduct customer presentations, training sessions, and demonstrations.

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

• Escalate customer concerns as necessary.

• Collaborate with Engineering and Marketing teams on product development initiatives.

• Take part in creating Root Cause Analysis (RCA) documents.

• Log and qualify JIRA issues for Product Teams.

• Design tools and scripts to enhance automation of Support processes.

• Address complex network issues both independently and through collaboration.

• Acquire knowledge of new technologies and tools.

⛳️ Requirements

• Proficient in both English and Spanish.

• Possess a post-secondary degree.

• Have 2 years of applicable work experience.

• Hold intermediate understanding of DHCP and DNS protocols.

• Demonstrate intermediate operational knowledge of Linux and/or Solaris administration.

• Exhibit intermediate familiarity with network and TCP/IP protocols.

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

• Practical knowledge of REST APIs, SOAP, XML, and SDK implementation.

• Comfortable working from a home office and on customer sites when allowed.

• Available for meetings and collaborations outside your time zone and occasionally after hours.

• Open to on-call rotation and pager-duty responsibilities.

• Preferred: experience in scripting with Perl, Bash, Python, or another shell language.

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

• Preferred: background in technical support or help desk roles.

• Preferred: familiarity with Zendesk.

• Preferred: experience in configuring routers and switches.

🏝️ Benefits

• Opportunities for ongoing learning.

• Comfortable working from a home office.

• Arrangements for on-call rotation and pager-duty availability.