Senior Systems Engineer, Technical Support

Calix is at the forefront of a generational change in the broadband industry, providing innovative solutions for Communication Service Providers. The Senior Systems Engineer, Technical Support will provide escalation support, create technical documentation, and collaborate across teams to drive customer satisfaction and technical issue resolution.

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

Requirements:

• 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