Senior Systems Engineer, Technical Support

This is a fully remote position, open to applicants in California.

📋 Description

• This role involves providing escalation support through telephone, web, or on-site interactions, focusing on data-centric objectives related to product responsibilities.

• The selected candidate will take ownership of addressing and resolving customer technical product issues promptly, demonstrating the ability to work independently and collaborate with team members as needed.

• Responsibilities include creating technical documentation to facilitate knowledge sharing for both internal and external audiences.

• The candidate will represent the customer perspective across various internal teams, including at the Executive level.

• Quarterly training deliverables must be completed to stay updated on the latest features and technological advancements.

• Utilize data and insights to clarify situations, make informed decisions, and offer recommendations for enhancements.

• The ideal candidate will thrive in a fast-paced environment, managing multiple customer issues/projects at once, delivering quick yet thorough responses, and adhering to tight deadlines.

• This position will focus on our CalixOne portfolio, engaging with our Cloud and Cloud-Connected Wi-Fi Premises equipment.

• Collaborate with cutting-edge hardware and software by supporting our Early Adopter customers for new products and services.

⛳️ Requirements

• A minimum of 5 years of experience in technical support and/or escalation support, preferably with a background in Networking or Software as a Service (SaaS) Applications.

• Strong troubleshooting and problem-solving abilities are essential.

• Capability to leverage data and insights to clarify situations and make informed decisions and improvement recommendations.

• This role demands an engineer who is unwaveringly customer-focused, a skilled problem-solver, and an effective collaborator.

• A strong cultural fit is important, valuing teamwork and shared success while continuously striving for personal and collective improvement.

• Exceptional oral and written communication skills, with an emphasis on conciseness and effectiveness.

• Competent presentation skills suitable for engaging in Executive-level discussions.

• Strong interpersonal skills are critical, including self-awareness and relationship building/maintenance.

• Proficiency in technical account management, customer service, and project management.

• A proactive approach and the ability to be a self-starter are crucial for success in this position.

• A commitment to continuous learning, both technically and professionally, along with a coachable attitude and a passion for knowledge.

• A BS/MS in Electrical Engineering, Computer Science, or equivalent coursework is required.

• An interest in Cloud-based technology, including client/server architecture with remotely connected devices.

• A strong grasp of Netflow, IPFix, TR-069, REST, HTTP, STUN, JSON, and SQL.

• Understanding of TCP/IP, L2 switching, L3 routing, VLANs, and QoS/DSCP.

• Familiarity with 802.11, DHCP, NAT, DNS, Firewalls, SNMP, IGMP & IPTV, along with Scripting (Python/Bash/PHP/Perl/CGI) and Linux.

🏝️ Benefits

• This role may be eligible for a bonus as part of the overall compensation package.

• For further details regarding our benefits, click here.