Customer Support Engineer (Remote)

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 :

Requirements :

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