Senior Systems Engineer, Technical Support
About the role
Calix is seeking a Senior Systems Engineer to deliver advanced technical escalation support for customers leveraging Calix One and our cloud-connected Wi-Fi premises solutions. In this customer-facing role, you will help resolve complex technical issues with urgency, use data-driven insight to guide recommendations, and collaborate across teams to ensure an exceptional customer experience. To best support customer needs, we are looking for talent based in the Pacific Time Zone or able to consistently work Pacific Time Zone hours.
Responsibilities
- Provide escalation support via telephone, web, or at the customer site with specific data-centric objectives based on product responsibilities.
- Take ownership in driving and solving customer technical product issues with urgency; operate independently and collaborate with team members as required.
- 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 stay current on the latest feature and technology enhancements.
- Use data and insight to explain situations, make informed decisions, and provide recommendations for improvement.
- Excel in a fast-paced environment, manage multiple customer issues/projects simultaneously, provide quick yet thorough responses, and meet aggressive deadlines.
- Focus on the Calix One portfolio, working with Cloud and Cloud-Connected Wi-Fi Premises equipment.
- Support Early Adopter customers for new products and services using cutting-edge hardware and software.
Requirements
- Ability to work Pacific Time Zone hours or reside in the Pacific Time Zone to effectively support customer needs.
- 5+ years of technical support and/or escalation support experience, with a background in Networking or Software as a Service (SaaS) Applications.
- Strong troubleshooting and problem-solving skills.
- Ability to use data and insight to explain situations and make informed decisions and recommendations.
- Relentlessly customer-centric, a problem-solver, and a strong collaborator.
- Strong cultural fit, valuing teamwork, shared success, and continuous self-improvement for collective team impact.
- Exceptional oral and written communication skills, with the ability to be concise and effective.
- Measured and mature presentation skills suitable for executive-level conversations.
- Strong interpersonal skills, including self-awareness and relationship building/maintenance.
- Strong technical account management, customer service, and project management skills.
- Strong initiative and self-starter mindset.
- Constantly seeking to learn more, both technically and professionally; coachable with a passion for knowledge.
- BS/MS in Electrical Engineering, Computer Science, or equivalent study activity.
Skills
- Focus/interest in 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.
Pay
The base pay range for this position varies based on geographic location. Individual pay is determined by location of residence and multiple factors, including job-related knowledge, skills, and experience.
- San Francisco Bay Area: 115,000 - 172,500 USD Annual
- Select US Metros and States: 100,000 - 150,000 USD Annual
- Other US Locations: 90,000 - 135,000 USD Annual
As part of the total compensation package, this role may be eligible for a bonus.
Benefits
Click here for information on our benefits.