Senior Systems Engineer, Technical Support

As a Senior Systems Engineer– Access Technology support, you will provide technicalassistanceand 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 withcutting-edgetechnologies 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 requiresupportingall Calix Accessproducts, butwill have a focus 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 toidentifyroot causes and solutions.

• Escalate complex or unresolved cases to theappropriate teamsor experts.

• Meet SLAs and keep customers satisfied.

• Update Salesforce tickets continuously per Calixprocesses.

• 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.

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

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

• Experience withNetflow,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 likeOpenDaylight, ONOS, or any other similar controller.

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

• In-depth understanding of Networking protocolsi.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 knowledgeonCisco, 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.

• Willingnessto learnnew technologiesand 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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