Cogent Communications · 1 day ago
Customer Support Engineer – Washington DC
Washington, United States
Full-time
Onsite
Entry, Mid Level
$65K/yr - $80K/yrCogent Communications is a global, Tier 1 facilities-based ISP, recognized for its high-speed Internet access and Ethernet transport services. The Customer Support Engineer will be responsible for assisting customers with service-related issues, managing support tickets, and ensuring effective communication with customers and internal teams to resolve issues promptly.
InternetService IndustryTelecommunications
Responsibilities
Answer incoming phone calls from Cogent's customers on their Layer 1, 2, and 3 services
Work with Cogent customers via phone and e-mail to identify and resolve their service-related issues
Clearly document all steps taken to identify and resolve a customer reported issue
Manage a queue of customer created tickets, ensuring that customers are updated with their status and progress is being made towards resolving their issue
Work with and coordinate effectively with all members of the Customer Support team, other Cogent teams, as well as vendors in order to ensure swift resolution of customer issues
Ability to work professionally with customers, vendors, and internal groups under all circumstances
Manage customer expectations and escalation and de-escalate the situation as necessary
Perform other duties or special projects as assigned
Qualification
Required
Cisco equipment experience and certifications
Strong technical knowledge in the area of networking (TCP/IP), IP protocols (BGP, IGP, OSPF, IS-IS, MPLS...), IP addressing, DNS's and IP-VPN's is desired
Strong problem-solving skills
Excellent verbal and written communication skills
Ability and desire to provide excellent customer service to Cogent Customers
Must excel in a fast-paced, dynamic environment where critical thinking and strong problem-solving skills are required for success
Ability to work independently, as well as in a team environment
Reliable employment history with strong attendance and punctuality records
Availability to work on a shift including one Weekend Day. (Flexibility a MUST)
Benefits
Health
Dental
Vision
Paid Time Off (PTO)
Short- and Long-Term Disability
Life Insurance
Holidays
Parental Leave
401(k) plan with employer match
Stock options
Employee Assistance Program
Company
Cogent Communications
Cogent is one of the world's largest Internet Service Providers, delivering high quality Internet, Ethernet and Colocation services to more than 138,025 Enterprise and NetCentric customer connections.
Founded in 1999
1001-5000 employees
H1B Sponsorship
Cogent Communications has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (2)
2023 (1)
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$393.4MKey Investors
Oak Investment Partners
2025-04-04Post Ipo Debt· $174.4M
2006-03-06IPO
2003-06-19Post Ipo Equity· $41M
Leadership Team
C
Carmen Facciobene
Vice President - Strategic Accounts
Recent News
2025-09-09
Company data provided by crunchbase