Cogent Communications is a integral, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent specializes in providing businesses with high speed Internet access and Ethernet transport services. Cogent's facilities-based, all-optical IP network backbone provides IP services globally. Since its inception, Cogent has unleashed the benefits of IP technology, building one of the largest and highest capacity IP networks in the world. This network enables Cogent to offer large bandwidth connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring.

Role Overview: The CST Engineer provides first-line technical assistance to Cogent customers across Layer 1, Layer 2 and Layer 3 services. The role involves diagnosing and resolving customer-reported issues, keeping customers informed, and coordinating with internal teams and vendors to deliver effective support.

Responsibilities:

Provide first-line customer and technical support for Cogent Layer 1, 2 and 3 services by telephone and e-mail; identify and resolve service issues and answer technical questions

Record clearly in the trouble-ticketing system the steps taken to diagnose and resolve each customer reported issue

Manage a queue of customer-created tickets,



providing timely status updates and progressing issues toward resolution

Coordinate effectively with Operations colleagues, other Cogent teams and vendors to resolve customer issues promptly

Communicate professionally with customers, vendors, and internal stakeholders, including in challenging situations

Manage customer expectations, handle escalations and help de-escalate situations where necessary.

Provide accurate handover of outstanding issues at the end of each shift

Carry out other duties or special projects as assigned

Qualifications:

At least 2 years of experience in a similar role with a network operator

Good technical knowledge of networking (TCP/IP), IP protocols (BGP, IGP and MPLS), IP addressing, DNS and IP-VPN

Experience with Cisco equipment: CCNA or CCNP certification is highly valued

Strong written and verbal communication skills, including fluency in English. Additional languages are an advantage

Strong analytical and problem-solving skills, with a customer-focused approach and willingness to learn

Abiity to collaborate as part of a team and work effectively under pressure and to tight deadlines

Availability for morning or evening shifts, Monday to Friday

Work Environment: This is an in-office position, based in Madrid, Spain.

Cogent Communications is an Equal Opportunity Employer.

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📌 CST Engineer (Madrid)
🏢 Cogent
📍 Madrid