Senior Systems Engineer, Technical Support

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $90k - $172.5k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Calix

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

💰 $50M Venture Round on 2009-08

Telecommunications • SaaS • Enterprise

Calix is a comprehensive solutions provider that focuses on enabling broadband service providers (BSPs) to simplify, innovate, and grow their businesses. Through its advanced broadband platform, Calix offers technologies like 10G-PON, 5G, Wi-Fi 7, and more to improve network operations, reduce downtime, and enhance the subscriber experience. The company provides managed services such as SmartLife and SmartHome, which help subscribers operate, secure, and enhance their connected lifestyles. Calix serves diverse provider types including telcos, cable operators, and municipal utilities, helping them deliver critical broadband connectivity and transform community access to digital services. With a focus on cloud technology, analytics, and transformation guidance, Calix empowers service providers to thrive in the digital age.

📋 Description

• Deliver advanced technical escalation support for customers using CalixOne and cloud-connected Wi-Fi premises solutions • Resolve complex technical issues with urgency using data-driven insights • Provide escalation support via telephone, web, or at customer sites based on product responsibilities • Own and drive resolution of customer technical product issues • Operate independently and collaborate with team members as needed • Create technical documentation for internal and external knowledge sharing • Provide the customer perspective across internal teams, including executive-level stakeholders • Complete quarterly training deliverables on the latest features and technology enhancements • Explain situations using data and insights, make informed decisions, and recommend improvements • Manage multiple customer issues and projects simultaneously while meeting aggressive deadlines • Support CalixOne cloud and cloud-connected Wi-Fi premises hardware and software • Support Early Adopter customers for new products and services

🎯 Requirements

• Ability to work Pacific Time Zone hours or reside in the Pacific Time Zone • 5+ years of technical support and/or escalation support experience • Background in networking or Software as a Service (SaaS) applications • Strong troubleshooting and problem-solving skills • Ability to use data and insights to explain situations, make informed decisions, and recommend improvements • Customer-centric problem solver and strong collaborator • Strong teamwork, shared-success, and continuous-improvement orientation • Exceptional concise oral and written communication skills • Measured and mature presentation skills suitable for executive-level conversations • Strong interpersonal, relationship-building, and relationship-maintenance skills • Strong technical account management, customer service, and project management skills • Self-starter with strong initiative and commitment to continuous technical and professional learning • BS/MS in Electrical Engineering or Computer Science, or equivalent study activity • Interest in cloud-based technology, client/server architecture, and remotely connected devices • Strong understanding of NetFlow, IPFIX, TR-069, REST, HTTP, STUN, JSON, and SQL • Understanding of TCP/IP, Layer 2 switching, Layer 3 routing, VLANs, QoS/DSCP, 802.11, DHCP, NAT, DNS, firewalls, SNMP, IGMP, and IPTV • Experience with scripting using Python, Bash, PHP, Perl, or CGI • Understanding of Linux

🏖️ Benefits

• Potential eligibility for a bonus as part of total compensation • Benefits package available; details provided through the Calix benefits link