Customer Support Engineer

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Incognito Software Systems provides innovative OSS solutions and services that help service providers manage the next-generation broadband experience. Our productized platforms, spanning device management, service orchestration, and network intelligence, bring extensive automation to reduce costs, improve the customer experience, and offer a vendor-agnostic approach to support any service over any network access technology.

Founded over 30 years ago, Incognito has over 200 customers worldwide, including America Movil, Cox, Digicel, Globe Telecom, and Orange, leveraging its solutions to fast-track the introduction of innovative broadband services over fiber, 4G/5G fixed wireless access, and cable technologies. Incognito is a Lumine Group company (TSXV: LMN). Learn more at https://www.incognito.com/

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.

Responsibilities:

• 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.
• 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

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.

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
• Working knowledge of REST APIs, SOAP, XML, SDK implementation

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

How do your skills match this job?

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Support Engineer?
• How much notice are you required to give your current employer?

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