[Hiring] Senior Systems Engineer, Technical Support @Calix

Role Description

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.

This position will 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.
• 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.
• Excel in a fast-paced environment, managing multiple customer issues/projects simultaneously.
• Work with our Cloud and Cloud-Connected Wi-Fi Premises equipment, focusing on the CalixOne portfolio.
• Support Early Adopter customers for new products and services.

Qualifications

• 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.
• 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 and shared success.
• Exceptional oral & written communications skills, 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; 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.

Requirements

• The base pay range for this position varies based on the geographic location:
• 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
• Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.

Benefits

• This role may be eligible for a bonus as part of the total compensation package.
• For information on our benefits, click here .