Customer Support Engineer

About the Role

The company has been growing since 1992 and now works with top service providers worldwide to deliver innovative solutions that make life easier for millions of subscribers. This is a high-contribution role that offers exciting technical challenges, ongoing learning opportunities, and the excitement of helping the world's broadband operators as part of a fun, tight-knit team.

Incognito Software Systems is committed to fostering a culture of innovation, creativity, and collaboration. As a customer support engineer, you will be working closely with cross-functional teams, including Engineering and Marketing, to provide valuable input on product development and ensure that customer needs are met.

What You Will Do

• 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, to ensure that customers have access to accurate and up-to-date information.
• Escalate customer issues when appropriate, ensuring that complex problems are addressed in a timely and effective manner.
• Collaborate with Engineering and Marketing teams to provide valuable input on product development, ensuring that customer needs are met and that products are designed with the user in mind.
• Participate in developing RCA documents to identify root causes of issues and implement corrective actions.
• Contribute to product development by reporting and qualifying JIRA issues to the Product Teams, ensuring that customer feedback is incorporated into the development process.
• Develop tools and scripts to automate Support processes, streamlining workflows and improving efficiency.
• Work independently to troubleshoot complicated network problems, and collaborate in a team environment to resolve complex issues.
• Demonstrate a proven ability to learn new technologies and tools, staying up-to-date with the latest developments in the field.

What We Are Looking For

• Post-secondary degree in a relevant field, such as computer science or engineering.
• At least 2 years of relevant working experience in a customer support or technical role.
• Intermediate knowledge of DHCP and DNS protocols, with the ability to apply this knowledge in a real-world setting.
• Operational knowledge of Linux and/or Solaris administration, with experience working with command-line interfaces.
• Intermediate knowledge of Network and TCP/IP Protocols, with the ability to troubleshoot network issues.
• Experience troubleshooting large databases, such as Oracle, Postgres, MySQL, or Mongo, with the ability to analyze and resolve complex database issues.
• Working knowledge of REST APIs, SOAP, XML, and SDK implementation, with the ability to integrate with various systems and applications.

Nice to Have

• Experience writing scripts in a shell language, such as Perl, Bash, or Python, with the ability to automate tasks and workflows.
• Knowledge of DOCSIS, Packetcable, SIP, or TR-069 / User Services Platform (USP), with the ability to apply this knowledge in a broadband services context.
• Previous technical support or help desk experience, with a proven track record of resolving customer issues in a timely and effective manner.
• Experience with Zendesk, with the ability to utilize the platform to manage customer support tickets and workflows.
• Experience working with and configuring hardware devices, such as routers and switches, with the ability to troubleshoot and resolve hardware-related issues.

Benefits and Perks

• Competitive salary and benefits package, with the opportunity to work with a global leader in the broadband services industry.
• Opportunity to work remotely from your home office in Ireland, with the option to utilize the company's office space in Dublin for in-person meetings and collaboration.
• Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering high-quality customer experiences.
• Ongoing training and development opportunities, with the ability to learn new technologies and tools and stay up-to-date with the latest developments in the field.
• Access to a range of benefits, including health insurance, retirement savings plans, and paid time off, with the opportunity to maintain a healthy work-life balance.
• Recognition and reward for outstanding performance, with the opportunity to advance your career and take on new challenges.
• Opportunity to work with a range of technologies and systems, with the ability to develop a broad range of skills and expertise.

• Develop a strong foundation in networking protocols, including DHCP, DNS, and TCP/IP, to ensure that you can troubleshoot and resolve complex network issues.
• Familiarize yourself with Linux and/or Solaris administration, and practice working with command-line interfaces to improve your technical skills.
• Create a portfolio of your work, including examples of scripts you've written and technical issues you've resolved, to demonstrate your skills and experience to potential employers.
• Prepare to talk about your experience with databases, including Oracle, Postgres, MySQL, or Mongo, and be ready to provide examples of how you've troubleshooting database issues.
• Research the company and the role, and be prepared to ask informed questions during the interview process, to demonstrate your interest and enthusiasm for the position.
• Consider obtaining certifications in relevant areas, such as networking or database administration, to enhance your skills and credibility as a customer support engineer.
• Be prepared to discuss your experience with customer support software, such as Zendesk, and be ready to provide examples of how you've utilized these platforms to manage customer support tickets and workflows.