Provide pre and post-sales technical support via email, phone, and remote access
Deliver presentations, training sessions, and demos for customers
Write and proofread documentation including self-help documents and knowledgebase articles
Escalate customer issues when appropriate
Work independently to troubleshoot complicated network problems
Collaborate in a team environment
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 Product Teams
Contribute to scale customer service by developing tools and scripts to automate Support processes

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
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

Customer Support Engineer

Key skills