Senior Tier 3 Engineer - Calix Cloud

Accountabilities

Resolve complex technical escalations: Take ownership of Tier 3 support cases involving cloud platforms, networking technologies, connected Wi-Fi equipment, and managed services, ensuring timely and effective resolution.
Lead advanced troubleshooting: Investigate complex software, connectivity, and network performance issues, identify root causes, and implement solutions that minimize customer disruption.
Drive product defect resolution: Identify, document, and escalate customer-impacting product defects while collaborating with development and engineering teams to support investigation, remediation, and resolution.
Manage critical customer incidents: Prioritize urgent technical issues, communicate progress clearly, and coordinate the resources needed to resolve incidents efficiently, working independently or with colleagues as appropriate.
Collaborate across technical teams: Partner with support engineers and technical specialists across functions and geographic locations to resolve challenging customer problems and share expertise.
Mentor frontline support engineers: Provide technical guidance, coaching, and knowledge transfer to junior support engineers, helping improve troubleshooting capabilities and overall team performance.
Develop technical documentation: Create and maintain clear technical resources, troubleshooting guides, and knowledge base materials for both internal teams and external customers.
Represent the customer perspective: Communicate customer concerns, recurring technical challenges, and product feedback to internal stakeholders, including executive leadership, to influence product improvements and service priorities.
Use data to drive decisions: Analyze technical data and performance insights to explain issues, identify trends, support informed decisions, and recommend improvements to products and support processes.
Maintain technical expertise: Complete quarterly training and stay current with product releases, platform enhancements, emerging technologies, and evolving support practices.
Support cloud-connected solutions: Focus on cloud-based products and connected Wi-Fi premises equipment, ensuring reliable integration and performance across cloud and network environments.
Contribute to continuous improvement: Identify opportunities to improve troubleshooting workflows, escalation procedures, knowledge sharing, and customer support quality.
Requirements
Professional experience: At least five years of experience in technical support, Tier 3 support, escalation management, or a related technical role, preferably involving networking or software applications.
Education: Bachelor's or master's degree in Electrical Engineering, Computer Science, or a related discipline, or equivalent practical experience.
Cloud technology knowledge: Strong interest in and understanding of cloud-based platforms, client-server architectures, and remotely connected devices.
Networking fundamentals: Solid knowledge of TCP/IP, Layer 2 switching, Layer 3 routing, VLANs, Quality of Service (QoS), and Differentiated Services Code Point (DSCP).
Network protocols and technologies: Familiarity with NetFlow, IPFIX, TR-069, REST APIs, HTTP, STUN, JSON, SQL, DHCP, NAT, DNS, firewalls, and SNMP.
Wireless and multimedia networking: Understanding of 802.11 wireless technologies, IGMP, IPTV, and connected Wi-Fi devices.
Operating systems and scripting: Familiarity with Linux and scripting languages such as Python, Bash, PHP, Perl, or CGI for troubleshooting, automation, and technical analysis.
Advanced troubleshooting: Demonstrated ability to investigate complex technical problems, perform root-cause analysis, interpret technical data, and develop effective, lasting solutions.
Customer support excellence: A proven track record of delivering high-quality technical support, managing escalations, and maintaining a strong customer-first approach under pressure.
Technical account and project management: Strong capabilities in customer relationship management, technical account support, project coordination, and cross-functional problem resolution.
Communication skills: Excellent written and verbal communication, with the ability to explain complex technical concepts clearly, concisely, and appropriately to both technical and nontechnical audiences.
Executive-level presentation: Professional presentation and interpersonal skills, including the ability to communicate confidently with senior customer stakeholders and executive leadership.
Collaboration and mentoring: Ability to build productive relationships, share technical knowledge, coach colleagues, and contribute to collective team success.
Autonomy and initiative: Self-motivated and capable of managing complex issues independently while recognizing when cross-functional collaboration or escalation is necessary.
Analytical mindset: Ability to use data, technical evidence, and customer insights to make informed decisions and recommend improvements.
Adaptability and continuous learning: Curious, receptive to feedback, and committed to ongoing technical and professional development in a rapidly evolving technology environment.
Location and schedule: Must be based in the United States and able to work standard PST business hours regardless of local time zone.
Benefits
Competitive base salary: Annual compensation varies by geographic location:
San Francisco Bay Area: $93,200–$140,300
Select U.S. metropolitan areas and states: $81,000–$122,000
Other U.S. locations: $72,900–$109,800
Potential performance bonus: Eligibility for additional bonus compensation as part of the overall compensation package.
Comprehensive benefits package: Access to employee benefits, with specific coverage and plan details provided during the recruitment process.
Remote work arrangement: Fully remote position within the United States.
Professional development: Quarterly training and ongoing opportunities to expand technical expertise and stay current with emerging technologies.
Technical career growth: Opportunities to deepen expertise in cloud platforms, broadband networking, connected devices, and advanced technical support.
Cross-functional collaboration: Work closely with engineering, development, and support teams to solve complex challenges and influence product improvements.
Customer impact: Help communication service providers improve reliability, streamline operations, and deliver better digital experiences to their customers.
Innovation-focused environment: Contribute to evolving cloud-first, AI-powered technologies within a rapidly changing broadband industry.