Resident Support Engineer

Role Overview

• Act as on-site primary technical point of contact for Calix Customer Success Support within this strategic account
• Ensure effective and timely communication between the customer and the Calix extended teams
• Maintain both internal and external action item registers for major initiatives as well as operational issues within these accounts
• Drive internal cross-functional Calix teams to address issues in a timely manner
• Ensure Calix products are ready for deployment projects and planning projects according to new feature release cycles.
• Support Customer on the deployment of Calix products within their network.
• Take a proactive approach to identify and anticipate technical problems and establish communication channels, mitigating strategies to help Customer with its business continuity.
• Provide troubleshooting and support as the subject matter expert in Calix technologies.
• Diagnosing non-operational behavior and driving software resolutions with the Calix development team.
• Collaborate with customer, internal and 3rd party stakeholders (technical and non-technical), leading discussions, technical whiteboard sessions, and the creation and delivery of executive level presentations.
• Collaborating on design and integration planning sessions.
• Facilitating communication regarding technical support cases, bug cases, and release notes for technical planning regarding Calix software and solutions.
• Manage Calix internal teams on Root Cause Analysis (RCA) and effectively communicate and drive closure with Customer stakeholders.
• Provide technical input to the Technical Account Manager for quarterly business reports
• detailing technical support cases statuses, trends, performance of Calix Technical Support, best practice reviews, and opportunities for innovation and improvements.

Requirements

• BS/MS in Electrical Engineering, Computer Engineering or equivalent
• 8+ years’ experience in technical customer service, professional service or consulting environments with a deep understanding of SaaS technologies and Managed Services.
• CCNP/JNCIA/NRS II certification desirable
• Experience working with large tier 1 and tier 2 telecommunications service providers.
• Experience with configuration and troubleshooting of routers, aggregators, L2/L3 protocols
• Experience with GPON, XGS-PON, TCP/IP, L2 Switching, QoS/DSCP, DHCP, AAA, ACL’s, OSS/EMS, and Linux Network engineering, design, and integration experience.
• Ability to quickly establish credibility with primary business customer as well as technical professionals.
• Familiarity with the Calix product portfolio or similar telecom technologies a plus.
• Technical knowledge of Calix products and platform features, capabilities, and best practices.
• Previous work on multiple large-scale complex projects with diverse network technologies.
• Self-managing (autonomous, detail-oriented, organized, creative).
• Proven history of excellent follow-through skills.
• Top notch analysis, problem-solving and decision-making skills.
• Strong collaboration, negotiation and diplomacy skills.
• Excellent written and verbal communication skills, including ability to present and lead discussions from the executive to the developer level.
• Travel to customer location up to 15% annually.

Tech Stack

• Linux
• Switching
• TCP/IP

Benefits

• As a part of the total compensation package, this role may be eligible for a bonus.