Customer Support Engineer

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

📋 Description

• Offer both pre and post-sales technical assistance through email, phone, and remote access, which includes delivering presentations, training sessions, and demonstrations for clients.

• Create and review documentation, encompassing self-help resources and knowledgebase articles.

• Appropriately escalate customer concerns as needed.

• Collaborate across departments with Engineering and Marketing to provide meaningful insights on product development.

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

• Aid in product development by reporting and validating JIRA issues to our Product Teams.

• Enhance customer service scalability by developing tools and scripts for automating Support processes.

• Work autonomously to resolve complex network issues while also collaborating within a team setting.

• Showcase your established capability to acquire new technologies and tools.

⛳️ Requirements

• A post-secondary degree along with 2 years of pertinent work experience.

• Intermediate understanding of DHCP and DNS protocols.

• Intermediate operational expertise in Linux and/or Solaris administration.

• Intermediate knowledge of Network and TCP/IP Protocols.

• Experience in troubleshooting large databases (e.g., Oracle, Postgres, MySQL, Mongo).

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

• Preferable: Experience in writing scripts using shell languages (Perl, Bash, Python, etc.).

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

• Previous experience in technical support or help desk roles.

• Familiarity with Zendesk.

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

🏝️ Benefits

• Flexible work arrangements