Remote Customer Support Engineer – Networking & Troubleshooting

Incognito Software Systems Inc; United States; Remoto; USD 46.000 - 54.000; Tempo pieno

Descrizione del lavoro

Incognito Software Systems Inc. is hiring a Customer Support Engineer for a fully remote role based in Ontario, Canada. You will diagnose and resolve complex technical issues, support pre- and post-sales activities, and contribute to knowledge bases and product development.

You'll collaborate with Engineering and Marketing, write RCA and JIRA reports, and develop automation tools to scale support. A proactive, self-driven mindset and ability to learn new technologies are essential.

Competenze

• Post-secondary degree and 2 years of relevant working experience.
• Intermediate knowledge of DHCP and DNS protocols
• Intermediate operational 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

Mansioni

• 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 documents
• Contribute to product development by reporting and qualifying JIRA issues to our Product Teams
• Contribute to scale customer service by developing tools and scripts to automate Support processes
• Work independently to troubleshoot complicated network problems, and collaborate in a team environment.
• Demonstrate your proven ability to learn new technologies and tools

Conoscenze

Customer support

Networking

Linux

DNS

DHCP

REST APIs

XML

SOAP

SDK

Formazione

Post-secondary degree

Strumenti

JIRA

Zendesk

Descrizione del lavoro

Incognito Software Systems Inc. is hiring a Customer Support Engineer for a fully remote role based in Ontario, Canada. You will diagnose and resolve complex technical issues, support pre- and post-sales activities, and contribute to knowledge bases and product development.

You'll collaborate with Engineering and Marketing, write RCA and JIRA reports, and develop automation tools to scale support. A proactive, self-driven mindset and ability to learn new technologies are essential.