Customer Support Engineer

Role overview Provide technical support to broadband service provider customers by investigating and resolving complex software and network issues. The role combines customer guidance and troubleshooting with product feedback, documentation, and improvements to support processes. It suits a self-directed problem solver who communicates comfortably in both English and Spanish.

Responsibilities - Deliver pre- and post-sales support through email, phone, and remote access, including customer presentations, training, and demonstrations. - Diagnose network and software problems independently and collaborate with colleagues on complex cases. - Escalate issues when needed and contribute to root-cause analysis reports. - Write and review self-help materials and knowledge base articles. - Qualify and report product issues to development teams, and share customer feedback with engineering and marketing. - Build scripts or tools that automate support work and help the team serve customers at scale.

Requirements - Strong written and spoken English and Spanish. - Postsecondary education and at least two years of relevant work experience. - Intermediate knowledge of DHCP, DNS, TCP/IP networking, and Linux or Solaris administration. - Experience troubleshooting large databases such as Oracle, PostgreSQL, MySQL, or MongoDB. - Working knowledge of REST APIs, SOAP, XML, and SDK implementation. - Comfortable working from a home office and at customer sites when permitted, with flexibility for cross-time-zone meetings, after-hours work, and on-call rotation.

Nice to have - Scripting experience in a shell language such as Perl, Bash, or Python. - Familiarity with broadband or telecom protocols including DOCSIS, PacketCable, SIP, or TR-069/USP. - Prior technical support or help desk work, Zendesk, or experience configuring routers and switches.

Benefits and work setup The role is based in British Columbia, Canada, or Mexico, and includes home-office work and possible customer-site visits. The source lists an annual salary range of CAD 65,000–75,000 for candidates based in British Columbia.