Remote Technical Support Engineer for Broadband Services

Advantage 360; Canada; Remote; CAD 65,000 - 75,000; Full time

Job summary

Incognito Software Systems is seeking a Customer Support Engineer for a fully remote role based from Ontario, Canada. You will diagnose and resolve complex issues, support broadband service providers, and contribute to product development with cross-functional teams.

The role requires a post-secondary degree with at least 2 years of relevant experience, solid knowledge of DHCP/DNS, Linux, TCP/IP, and REST/SOAP APIs. Familiarity with Zendesk and databases is a plus.

Qualifications

• Post‑secondary degree and 2 years of relevant working experience.
• Intermediate knowledge of DHCP and DNS protocols.
• Intermediate 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: scripting in Perl, Bash, Python.
• Knowledge of DOCSIS, PacketCable, SIP, or TR-069/USP.
• Previous technical support or help desk experience.
• Experience with Zendesk.

Responsibilities

• 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 input on product development.
• Participate in developing RCA documents.
• Contribute to product development by reporting and qualifying JIRA issues to our Product Teams.
• Develop tools and scripts to automate Support processes.
• Troubleshoot complex network problems and collaborate in a team.
• Learn new technologies and tools continuously.

Skills

DHCP

DNS

Linux

TCP/IP

REST APIs

SOAP

XML

Scripting

Zendesk

Router/Switches

Databases

JIRA

Education

Post-secondary degree

Tools

Zendesk

Job description

Incognito Software Systems is seeking a Customer Support Engineer for a fully remote role based from Ontario, Canada. You will diagnose and resolve complex issues, support broadband service providers, and contribute to product development with cross-functional teams.

The role requires a post-secondary degree with at least 2 years of relevant experience, solid knowledge of DHCP/DNS, Linux, TCP/IP, and REST/SOAP APIs. Familiarity with Zendesk and databases is a plus.