Senior Systems Engineer - Escalation Support - Networking

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Looking to join an exciting organization up-ending the Access Network Industry? Ready to be part of a team that is proud to help our customers grow their businesses, and solve problems to make end-user experiences smooth and seamless? At Calix we build solutions that connect the world. Our mission at Calix is to enable our customers, to simplify their business, excite their subscribers, and grow their value. Calix is leading the industry in providing a Platform and Systems to enable Service Providers to provide value and experiences to their subscribers - really focusing on making our customers WIN. The Revenue Edge is leading that charge, putting Service Providers in touch with the network inside the subscriber's home, and allowing them to provide an unparalleled end-to-end network experience. From Entire Household Content filtering, and Virus/Threat detection to bleeding edge Wi-Fi and Mesh Networking technologies, the Revenue Edge is a key component in the success of Calix's Customers. Our Customer Support team is growing, and we are looking for networking professionals who enjoy problem solving and working with people, who will focus on our Revenue Edge portfolio. Roles and Responsibilities: This position will provide escalation support via the telephone, web or at the customer site with specific data centric objectives based off product responsibilities. The candidate must be able to take ownership in driving and solving customer technical product issues with urgency and effectively operate independently and collaborate with team members as the situation requires. Go beyond documentation creation to include reviewing, validating , and approving knowledge articles to ensure accuracy and alignment with evolving products and aid in knowledge sharing for both internal and external audiences. Provide customer perspective cross functionally across internal teams, including Executive level,. Expand scope beyond individual case resolution to include driving systemic, cross ‑ functional improvements across Support, Engineering, Product, Sales, and Success. Complete training deliverables on a quarterly basis to ensure you are up to speed on the latest feature and technology enhancements. The candidate must be passionate about solving customer technical product issues with a constant drive for technical knowledge and growth. Act as a mentor, supporting Support engineers through coaching and enablement. Use data and insight to deduce a situation, make informed decisions and provide recommendations for improvement. The ideal candidate must be able to excel in a fast-paced environment, to manage multiple customer issues/projects simultaneously, provide quick yet thorough responses and meet aggressive deadlines. Focusing on our Revenue Edge portfolio, this position will be working with our Cloud and Cloud-Connected Wi-Fi Premises equipment. Working with cutting edge hardware and software by supporting our Early Adopter customers for new products and services Qualifications and Skills: We are seeking an extremely self-motivated, autonomous individual with a proven track record in providing a high level of technical support. 8+ years of technical support and/or escalation support experience, with background in Networking or Software Applications. Strong troubleshooting and problem-solving skills are a must. Ability to use data and insight to explain a situation and make informed decisions and recommendations for improvement. This role requires an engineer who is relentlessly customer-centric, a problem-solver, and a strong collaborator. Strong cultural fit, valuing teamwork, shared success while constantly striving to better yourself for the collective impact to the team. Exceptional oral & written communications skills, with ability to be concise and effective. Measured and mature presentation skills suitable for Executive level conversations. Strong interpersonal skills are crucial, including self-awareness and relationship building/maintenance. Strong technical account management, customer service and project management skills. Strong initiative, being a self-starter is key for success in this role. Constantly seeking to learn more, technically and professionally, and coachable with a passion for knowledge. BS/MS EE, CS, or equivalent experience. Focus/Interest on Cloud-based technology - client/server architecture with remotely connected devices. Working knowledge and understanding of XML, SOAP, REST, HTTP, STUN, NAT, JSON, SQL. Working knowledge and understanding of TCP/IP, L2 switching, L3 routing, VLANs, QoS/DSCP. Solid understanding of 802.11, DHCP, DHCPv6, IPv4, IPv6, VoIP, DNS, Firewalls, Netflow , IPFix , SNMP, IGMP & IPTV, Scripting (Python / Bash / PHP / Perl / CGI), Linux. Strong expertise in RESTful APIs ( OpenAPI -based), authentication (OAuth2/Bearer tokens), API Gateway concepts (rate limiting, quotas), and advanced troubleshooting of HTTP errors, payloads, and end-to-end request flows, along wit