Customer Support Engineer

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 Bilingual (English, Spanish) Customer Support Engineer in British Columbia, Canada or Mexico who thrives in a fast-paced global team environment

As 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. 

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 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 

Requirements:  

• Strong written and verbal communication in English and Spanish
• 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

Other Requirements:

• Must be comfortable working from a home office and customer site (when permitted). 

• Availability for meetings and collaborations outside your time zone, and at times after-hours, and for on-call rotation and pager-duty. 

Nice to Have  

• Experience 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 experience 

• Experience with Zendesk 

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

Expected annual salary range for this role if based in BC, Canada: $65,000-75,000 CAD