Senior Systems Engineer, Technical Support

Calix

About The Position

The Calix platform enables Communication Service Providers (CSPs) of all sizes to transform and future-proof their businesses. Through real-time data, automation, and actionable insights delivered via Calix One — our cloud-first, AI-powered platform — CSPs can simplify operations, collapse cost, and accelerate innovation. Calix One brings together the automation of everything and the experience of one, empowering customers to deliver differentiated subscriber experiences while driving acquisition, loyalty, and revenue growth. This is the Calix mission: to enable CSPs of all sizes to simplify, innovate, and grow, strengthening both their businesses and the communities they serve. We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences. 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

Extremely self-motivated, autonomous individual with a proven track record in providing a high level of technical support.
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.
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.

Responsibilities

Provide escalation support via the telephone, web or at the customer site with specific data centric objectives based off product responsibilities.
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.
Create 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.