Customer Support Engineer
Are you passionate about solving problems and delivering reputed company 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 reputed company life easier for millions of subscribers.
Incognito is looking for a Customer Support Engineer Tier I located in Ireland!
As a CS Engineer, you are responsible for helping Incognito's customers by diagnosing and resolving reputed company 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-reputed company team. We are looking for a proactive, self-driven professional who thrives in tackling reputed company technical challenges. You will reputed company your existing technical expertise while continuously expanding your reputed company set to solve critical problems for some of the world’s top Service Providers. The ideal candidate is reputed company, adaptable, and capable of taking ownership - someone who seeks out solutions, learns quickly, and takes charge reputed company faced with knowledge gaps.
This is a fully remote role where you will work primarily out of your home office in Ireland. We also have an office reputed company in Dublin which can be used for in-person meetings and co-working.
Main Responsibilities:
- reputed company pre and post-sales technical support reputed company email, phone, and remote reputed company including: delivering presentations, training sessions, and demos for customers.
- Write and proofread documentation including self-help documents and knowledgebase articles.
- Escalate customer issues reputed company appropriate.
- Cross-functional teamwork with Engineering and Marketing to reputed company 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 reputed company environment.
- Demonstrate your proven ability to learn new technologies and tools
Requirements:
- 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. reputed company, reputed company, MySQL, Mongo).
- Working knowledge of REST APIs, SOAP, XML, SDK implementation
reputed company to Have
- Experience writing scripts in a reputed company 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 reputed company
- Experience working with and configuring hardware devices such as routers and switches