Quick Summary
About Calix
Calix empowers Communication Service Providers (CSPs) of all sizes to transform and future-proof their businesses. Our cloud-first, AI-powered platform, Calix One, delivers real-time data, automation, and actionable insights. This enables CSPs to simplify operations, reduce costs, and accelerate innovation. Calix One unifies automation with a seamless experience, helping customers deliver differentiated subscriber experiences, drive acquisition, enhance loyalty, and grow revenue. Our mission is to enable CSPs to simplify, innovate, and grow, strengthening both their businesses and the communities they serve.
We are at the forefront of a generational change in the broadband industry. Join us as we innovate, help our customers reach their full potential, and connect underserved communities with unrivaled digital experiences.
Senior Systems Engineer – Access Technology Support
As a Senior Systems Engineer – Access Technology Support, you will provide essential technical assistance and support to Calix customers and partners. This role involves troubleshooting, resolving, and documenting complex network problems within a fast-paced, collaborative environment. You will work with cutting-edge technologies and products that ensure secure and seamless connectivity for millions of users globally.
Responsibilities and Duties
- Provide comprehensive technical support for Calix Access products, including routers, switches, and element management systems.
- Focus on supporting all Calix Access products, with a particular emphasis on Cloud-based EMS applications.
- Analyze, diagnose, and resolve network issues reported by customers and partners.
- Analyze outages, document findings per guidelines, and communicate associated risks.
- Collaborate with other engineers, product managers, and Calix vendors to identify root causes and develop solutions.
- Escalate complex or unresolved cases to appropriate teams or experts.
- Meet Service Level Agreements (SLAs) and ensure high customer satisfaction.
- Continuously update Salesforce tickets according to 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, including weekends.
- Perform cause analysis obligations, provide pragmatic and effective recovery, and manage/communicate related risks.
Qualifications
- 4+ years of technical support and/or escalation support experience, with a strong background in networking and telecommunication.
- Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent work experience.
- Provide Level-2/3 support and troubleshooting to resolve issues.
- Focus/Interest in Cloud-based technology, including 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 similar.
- Knowledge of containerization frameworks such as Docker, Kubernetes, or similar.
- In-depth understanding of Networking protocols: TCP/IP, DHCP, DNS, SNMP, IPFIX, IPV4/IPV6, CGNAT, Ethernet, Layer2 (RSTP/MSTP, VLANs), Layer3 (IP Routing, OSPF, BGP), 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).
- Knowledge of SD-WAN Architectures is preferred.
- Must have knowledge of 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
This 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.
#LI-Remote
Compensation and Benefits
The base pay range for this position varies based on geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on 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. For information on our benefits click here: https://www.calix.com/company/careers/benefits.html
Calix is a Drug Free Workplace.
If you are a person with a disability needing assistance with the application process, please:
- Email us at [email protected]; or
- Call us at +1 (408) 514-3000.
PLEASE NOTE: All emails from Calix will come from a '@calix.com' email address. Please verify and confirm any communication from Calix prior to disclosing any personal or financial information. If you receive a communication that you think may not be from Calix, please report it to us at [email protected].