Senior Tier 3 Engineer, Calix Cloud

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $72.9k - $109.8k / year

⏰ Full Time

🟠 Senior

👷🏻‍♀️ 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

• Own escalated technical issues and provide direct customer support for complex problems across Calix Cloud, EXOS, and Managed Services • Identify product bugs and partner with Development to resolve customer-encountered product defects • Drive customer-impacting product issues to resolution with urgency • Collaborate with technical teams and colleagues across geographies to resolve critical customer issues • Mentor and upskill frontline Calix support engineers • Create technical documentation for internal and external audiences • Represent the customer voice across internal teams, including executive leadership • Use data and insights to explain situations, make informed decisions, and recommend improvements • Complete quarterly training on new features and technology enhancements • Focus on Calix Cloud products, including cloud and cloud-connected Wi-Fi premises equipment

🎯 Requirements

• 5+ years of technical support and/or escalation support experience, with a background in networking or software applications • Strong troubleshooting and problem-solving skills • Ability to use data and insights to explain situations, make informed decisions, and recommend improvements • Exceptional verbal and written communication skills • Polished, mature presentation skills suited to executive-level conversations • Strong interpersonal skills • Strong technical account management, customer service, and project management skills • Strong initiative and ability to work independently • Curiosity, coachability, and commitment to continuous technical and professional growth • Team-oriented mindset • BS/MS in Electrical Engineering, Computer Science, or equivalent experience • Interest in cloud-based technology, particularly client/server architectures with 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 • Understanding of 802.11, DHCP, NAT, DNS, firewalls, SNMP, IGMP and IPTV • Scripting knowledge (Python, Bash, PHP, Perl, or CGI) • Linux knowledge • Must work standard PST hours regardless of location

🏖️ Benefits

• Bonus eligibility • Employee benefits package (details provided via benefits link)