Customer Support Engineer

Advantage 360; Ontario (CA); On-site; USD 46,000 - 53,000; Full time

Job summary

Incognito is hiring a Customer Support Engineer to diagnose and resolve complex technical issues for global broadband providers. This fully remote role is based in Ontario, Canada, offering a balance of problem solving and customer collaboration.

You will deliver presentations, write knowledgebase content, and work with Engineering to improve the product. The position requires strong networking, scripting, and IT administration skills with a proactive, ownership-driven mindset.

Qualifications

• Post-secondary degree or equivalent technical background.
• Strong knowledge of DHCP/DNS and TCP/IP networking.
• Experience with Linux and/or Solaris administration.

Responsibilities

• Provide pre- and post-sales technical support via email, phone, and remote access.
• Write and proofread self-help documents and knowledgebase articles.
• Escalate issues when needed and collaborate with Engineering and Marketing.
• Develop RCA documents and report JIRA issues to Product Teams.
• Automate Support processes and troubleshoot complex network problems.

Skills

DHCP

DNS

TCP/IP

Linux

Solaris

REST APIs

SOAP

XML

Networking

Scripting

Education

Post-secondary degree

Tools

Zendesk

JIRA

Job description

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 environmentAs 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 documentsContribute to product development by reporting and qualifying JIRA issues to our Product TeamsContribute to scale customer service by developing tools and scripts to automate Support processesWork independently to troubleshoot complicated network problems, and collaborate in a team environment.Demonstrate your proven ability to learn new technologies and toolsOther 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 protocolsIntermediate operational knowledge of Linux and/or Solaris administrationIntermediate knowledge in Network and TCP/IP ProtocolsExperience troubleshooting large databases (e.g. Oracle, Postgres, MySQL, Mongo).Working knowledge of REST APIs, SOAP, XML, SDK implementationNice to HaveExperience 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 experienceExperience with ZendeskExperience working with and configuring hardware devices such as routers and switches