Senior Systems Engineer, Technical Support

As a Senior Systems Engineer– Access Technology support, you will provide technical assistance and support to Calix customers and partners. You will troubleshoot, resolve, and document complex network problems in a fast-paced and collaborative environment. You will work with cutting-edge technologies and products that enable secure and seamless connectivity for millions of users across the globe. 

Responsibilities and Duties: 

• Provide technical support for Calix Access products, such as routers, switches, and element management systems. 

• The role will require supporting all Calix Access products, with some engagement on Cloud-based EMS applications.  

• Analyze, diagnose, and resolve network issues reported by customers and partners. 

• Analyze outages - document per guidelines, communicate risks. 

• Collaborate with other engineers, product managers, and calix vendors to identify root causes and solutions. 

• Escalate complex or unresolved cases to the appropriate teams or experts. 

• Meet SLAs and keep customers satisfied. 

• Update Salesforce tickets continuously per Calix processes. 

• Document case history, best practices, and troubleshooting guides. 

• Contribute to the continuous improvement of processes and tools. 

• Cover shifts based on business needs - comfortable to work in shifts including weekends 

• Cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks. 

Qualifications: 

• 4+ years of technical support and/or escalation support experience, with background in networking and telecommunication. 

• Bachelor’s degree in computer science, Engineering, or related field, or equivalent work experience. 

• Provide Level-2/3 support and troubleshooting to resolve issues. 

• Focus/Interest on Cloud-based technology – client/server architecture with remotely connected devices. 

• Experience with Netflow, IPFix, TR-069, REST APIs, XML, STUN, JSON, MongoDB , PostgreSQL, ELK Stack, and Netconf/Yang 

• Experience with scripting and configuration management tools (Python / Bash / PHP / Perl / CGI/ Ansible) preferred 

• Knowledge of FCAPS solutions that are geographically diverse 

• Knowledge of SDN controllers like OpenDaylight, ONOS, or any other similar controller. 

• Knowledge of containerization frameworks such as Docker, Kubernetes, or similar. 

• In-depth understanding of Networking protocols i.e. TCP/IP, DHCP, DNS, SNMP, IPFIX, IPV4/IPV6, CGNAT, Ethernet, Layer2 (RSTP/MSTP, VLANs, etc.), Layer3 (IP Routing, OSPF, BGP, etc.), MPLS (L2-VPN, L3-VPN) and networking management. 

• Familiarity with SASE Architectures including Zero-Trust Network Access (ZTNA), Secure Web Gateway (SWG), and Security services (IDS/IPS, Firewalls etc.) 

• Knowledge of SD-WAN Architectures is preferred 

• Must have knowledge on Cisco, Juniper, or other network devices. 

• CCNA/CCNP/JNCIP/RHCSA/CISSP/NSE or equivalent desired. 

• Fluent in the English language (verbal and written). 

• Strong troubleshooting and analytical skills. 

• Excellent communication and customer service skills. 

• Ability to work independently and as part of a team. 

• Willingness to learn new technologies and products. 

Location:

• The role operates during Pacific Time business hours (8:00 a.m.–5:00 p.m. PT). Candidates in the Pacific Time zone are preferred, though candidates in other time zones who can reliably support these hours will be considered.

• Please note that as part of the recruitment and hiring process, there is an in-person meeting that will take place.

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