Customer Support Engineer - Herndon, VA

Cogent Communication; Herndon (VA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

PTO

Short- and Long-Term Disability

Life Insurance

Holidays

Parental Leave

401(k) plan with employer match

Stock options

Employee Assistance Program

Job summary

Cogent Communications is seeking a Customer Support professional to handle inquiries for Layer 1–3 services, resolve issues, and document actions taken. You will coordinate with internal teams and vendors to ensure swift resolutions and maintain customer satisfaction.

The role requires strong network knowledge, Cisco experience, and excellent communication skills. The position supports an on-site schedule with potential weekend shifts, offering a competitive benefits package and a base salary in

Qualifications

• Cisco equipment experience and certifications.
• Strong knowledge of TCP/IP networking and IP protocols.
• Excellent verbal and written communication skills.
• Ability to work in fast-paced, customer-focused environment.

Responsibilities

• Answer incoming phone calls from Cogent's customers on Layer 1–3 services.
• Resolve service-related issues via phone and email; document steps taken.
• Manage a queue of customer tickets and update status.
• Coordinate with Cogent teams and vendors to resolve issues.
• Manage expectations and de-escalate when needed.

Skills

Cisco equipment experience

Networking fundamentals

Problem-solving

Communication skills

Teamwork & independence

Tools

IP protocols (BGP/IGP/OSPF/IS-IS/MPLS)

Job description

Company

Cogent Communications is a global, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent specializes in providing businesses with high-speed Internet access and Ethernet transport services. Cogent's facilities-based, all-optical IP network backbone provides IP services globally. Since its inception, Cogent has unleashed the benefits of IP technology, building one of the largest and highest capacity IP networks in the world. This network enables Cogent to offer large bandwidth connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. A competitive base salary and a full benefits package including Health, Dental, Vision, Paid Time Off (PTO), Short- and Long-Term Disability, Life Insurance, Holidays, Parental Leave, 401(k) plan with employer match, stock options, and an Employee Assistance Program. Most benefits take effect within 30 days of employment, and some require a waiting period.

Compensation

$65,000-$80,000/yr. Specific offers within the listed pay ranges are determined by a variety of factors such as experience, education, skills, certifications and business needs.

Responsibilities

• Answer incoming phone calls from Cogent's customers on their Layer 1, 2, and 3 services
• Work with Cogent customers via phone and e-mail to identify and resolve their service-related issues
• Clearly document all steps taken to identify and resolve a customer reported issue
• Manage a queue of customer created tickets, ensuring that customers are updated with their status and progress is being made towards resolving their issue
• Work with and coordinate effectively with all members of the Customer Support team, other Cogent teams, as well as vendors in order to ensure swift resolution of customer issues
• Ability to work professionally with customers, vendors, and internal groups under all circumstances
• Manage customer expectations and escalation and de-escalate the situation as necessary.
• Perform other duties or special projects as assigned

Qualifications

• Cisco equipment experience and certifications
• Strong technical knowledge in the area of networking (TCP/IP), IP protocols (BGP, IGP, OSPF, IS-IS, MPLS...), IP addressing, DNS's and IP-VPN's is desired.
• Strong problem-solving skills.
• Excellent verbal and written communication skills
• Ability and desire to provide excellent customer service to Cogent Customers
• Must excel in a fast-paced, dynamic environment where critical thinking and strong problem-solving skills are required for success
• Ability to work independently, as well as in a team environment
• Reliable employment history with strong attendance and punctuality records
• Availability to work on a shift including one Weekend Day. (Flexibility a MUST)

Cogent Communications is an Equal Opportunity Employer.