Senior Systems Engineer, Technical Support

Calix is seeking a Senior Systems Engineer to deliver advanced technical escalation support for customers leveraging CalixOne and our cloud-connected Wi-Fi premises solutions. In this customer-facing role, you will help resolve complex technical issues with urgency, use data-driven insight to guide recommendations, and collaborate across teams to ensure an exceptional customer experience. To best support customer needs, we are looking for talent based in the Pacific Time Zone or able to consistently work Pacific Time Zone hours.

Responsibilities:

• This position will provide escalation support via the telephone, web or at the customer site with specific data centric objectives based off product responsibilities.

• The candidate must be able to take ownership in driving and solving customer technical product issues with urgency and effectively operate independently and collaborate with team members as the situation requires.

• The candidate will be responsible for creating technical documentation to aid in knowledge sharing for both internal and external audiences

• Provide customer perspective cross functionally across internal teams, including Executive level

• Complete training deliverables on a quarterly basis to ensure you are up to speed on the latest feature and technology enhancements.

• Use data and insight to explain a situation, make informed decisions and provide recommendations for improvement.

• The ideal candidate must be able to excel in a fast-paced environment, to manage multiple customer issues/projects simultaneously, provide quick yet thorough responses and meet aggressive deadlines.

• Focusing on our CalixOne portfolio, this position will be working with our Cloud and Cloud-Connected Wi-Fi Premises equipment.

• Work with cutting edge hardware and software by supporting our Early Adopter customers for new products and services.

Qualifications:

• We are seeking an extremely self-motivated, autonomous individual with a proven track record in providing a high level of technical support.

• Ability to work Pacific Time Zone hours, or reside in the Pacific Time Zone, to effectively support customer needs

• 5+ years of technical support and/or escalation support experience, with background in Networking or Software as a Service (Saas) Applications

• Strong troubleshooting and problem-solving skills are a must

• Ability to use data and insight to explain a situation and make informed decisions and recommendations for improvement

• This role requires an engineer who is relentlessly customer-centric, a problem-solver, and a strong collaborator

• Strong cultural fit, valuing teamwork, shared success while constantly striving to better yourself for the collective impact to the team

• Exceptional oral & written communications skills, with ability to be concise and effective

• Measured and mature presentation skills suitable for Executive level conversations

• Strong interpersonal skills are crucial, including self-awareness and relationship building/maintenance

• Strong technical account management, customer service and project management skills

• Strong initiative, being a self-starter is key for success in this role.

• Constantly seeking to learn more, technically and professionally, and coachable with a passion for knowledge

• BS/MS EE, CS, or equivalent study activity

• Focus/Interest on Cloud-based technology – client/server architecture with remotely connected devices.

• Strong understanding of Netflow, IPFix, TR-069, REST, HTTP, STUN, JSON, SQL

• Understanding of TCP/IP, L2 switching, L3 routing, VLANs, QoS/DSCP

• Understanding of 802.11, DHCP, NAT, DNS, Firewalls, SNMP, IGMP & IPTV, Scripting (Python / Bash / PHP / Perl / CGI), Linux

The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.

San Francisco Bay Area:

Select US Metros and States:

Other US Locations:

As a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.

5+ years technical/escalation support experience in networking or SaaS, strong troubleshooting, data-driven decision making, excellent communication, Pacific Time Zone availability, BS/MS in EE/CS or equivalent, knowledge of networking protocols and scripting.

Key Responsibilities

• providing support
• resolving issues
• creating documentation

Skills & Tools

Calix One, Netflow, IPFix, TR-069, REST, HTTP, STUN, JSON, SQL, TCP/IP, 802.11, DHCP, NAT, DNS, SNMP, IGMP, IPTV, Python, Bash, PHP, Perl, CGI, Linux

Job Details

• Category: Engineering
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States or Canada
• Salary: USD 90,000 – 172,500 / year
• Languages: English

About Calix

A provider of cloud-first broadband software and services that enables service providers to transform operations and deliver improved subscriber experiences. — Industry: Information Technology