Senior Systems Engineer, Technical Support

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

📋 Description

• This role will offer escalation support through telephone, web, or on-site interactions, focusing on specific data-centric objectives tied to product responsibilities.

• The individual must take initiative in addressing and resolving customer technical product issues swiftly and should be capable of working independently while also collaborating with team members as needed.

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

• Represent the customer perspective across various internal teams, including at the Executive level.

• Complete training deliverables quarterly to stay updated on the latest features and technology enhancements.

• Utilize data and insights to clarify situations, make informed decisions, and recommend improvements.

• The ideal candidate will thrive in a fast-paced environment, managing multiple customer issues/projects concurrently, providing prompt yet thorough responses, and meeting 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 technical support and/or escalation support experience, 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 recommendations for improvements.

• This position requires an engineer who is deeply customer-focused, a proficient problem-solver, and a strong collaborator.

• A strong cultural fit is necessary, emphasizing teamwork and shared success while continuously striving for personal and collective team improvement.

• Exceptional oral and written communication skills are required, with the ability to convey information concisely and effectively.

• Measured and polished presentation skills suitable for Executive level discussions.

• Strong interpersonal skills are vital, including self-awareness and the ability to build and maintain relationships.

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

• A proactive approach and self-starter mentality are critical for success in this role.

• BS/MS in Electrical Engineering, Computer Science, or equivalent field of study.

• Interest in Cloud-based technology, specifically client/server architecture with remotely connected devices.

• Solid understanding of Netflow, IPFix, TR-069, REST, HTTP, STUN, JSON, and SQL.

• Familiarity with TCP/IP, L2 switching, L3 routing, VLANs, and QoS/DSCP.

• Knowledge of 802.11, DHCP, NAT, DNS, Firewalls, SNMP, IGMP & IPTV, as well as scripting languages (Python/Bash/PHP/Perl/CGI) and Linux.

🏝️ Benefits

• As part of the overall compensation package, this role may qualify for a bonus.