Own escalated Tier 3 customer issues across Calix Cloud, EXOS, and managed services; troubleshoot complex networking and software problems, identify product defects, collaborate with development and technical teams, mentor frontline support engineers, document solutions, and represent customer needs internally. The role focuses on cloud-connected Wi-Fi products and requires strong networking, scripting, Linux, troubleshooting, communication, and technical account management skills.
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. Calix One brings together the automation of everything and the experience of one, empowering customers to deliver differentiated subscriber experiences while driving acquisition, loyalty, and revenue growth. This is the Calix mission: to enable CSPs of all sizes to simplify, innovate, and grow, strengthening both their businesses and the communities they serve.
We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences.
** This role will be expected to work standard PST hours no matter where the person is located. **
We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences.
** This role will be expected to work standard PST hours no matter where the person is located. **
Responsibilities:
- Own escalated technical issues and provide direct support to customers on complex problems across Calix Cloud, EXOS, and Managed Services.
- Identify product bugs and partner with Development to resolve Customer Encountered Product Defects.
- Drive customer-impacting product issues to resolution with urgency, working independently and collaborating with teammates as needed.
- Collaborate with peers across technical teams and geographies to resolve critical customer issues.
- Mentor and upskill frontline Calix support engineers.
- Create technical documentation for internal and external audiences to support knowledge sharing.
- Represent the voice of the customer across internal teams, including executive leadership.
- Use data and insights to explain situations, make informed decisions, and recommend improvements.
- Complete quarterly training to stay current on new features and technology enhancements.
- Focus on Calix Cloud products, including Cloud and Cloud-connected Wi-Fi premises equipment.
- Self-motivated, with a proven track record of delivering high-quality technical support.
- 5+ years of technical support and/or escalation support experience, with a background in networking or software applications.
- Strong troubleshooting and problem-solving skills.
- Ability to use data and insights to explain situations, make informed decisions, and recommend improvements.
- Relentlessly customer-centric, with a collaborative, problem-solving mindset.
- Exceptional verbal and written communication skills, with the ability to be concise and effective.
- Polished, mature presentation skills suited to executive-level conversations.
- Strong interpersonal skills, including self-awareness and the ability to build and maintain relationships.
- Strong technical account management, customer service, and project management skills.
- Strong initiative and the ability to work independently.
- Curious, coachable, and committed to continuous technical and professional growth.
- Team-oriented, valuing shared success and contributing to the team's collective impact.
- BS/MS in Electrical Engineering, Computer Science, or equivalent experience.
- Interest in cloud-based technology, particularly client/server architectures 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.
The base pay range for this position varies based on the 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:
93,200 - 140,300 USD AnnualSelect US Metros and States:
81,000 - 122,000 USD AnnualOther US Locations:
72,900 - 109,800 USD AnnualAs a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.
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Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
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