Senior Escalation Engineer I

Calix; Canada; Remote; CAD 90,000 - 135,000; Full time

Job summary

A leading telecommunications company is looking for a Technical Support Specialist in Canada. This role involves providing support for networking products, especially cloud-based applications. The ideal candidate will have 4+ years of experience in technical support, strong troubleshooting skills, and knowledge in networking protocols. Competitive compensation based on location and experience is offered, along with opportunities for bonuses.

Benefits

Bonus eligibility

Comprehensive benefits

Qualifications

• 4+ years of technical support and/or escalation support experience.
• Provide Level-2/3 support and troubleshooting.
• Knowledge of networking protocols.

Responsibilities

• Provide technical support for Calix Access products.
• Analyze, diagnose, and resolve network issues.
• Collaborate with engineers and product managers.

Skills

Technical support experience

Networking knowledge

Cloud-based technology

Scripting knowledge

Analytical skills

Communication skills

Education

Bachelor’s degree in computer science or related field

Tools

Salesforce

Docker

Kubernetes

Python

Ansible

Job description

Responsibilities and Duties

• Provide technical support for Calix Access products, such as routers, switches, and element management systems.
• The role will require supporting all Calix Access products, but will have a focus on Cloud-based EMS applications.
• Analyze, diagnose, and resolve network issues reported by customers and partners.
• Analyze outages - document per guidelines, communicate risks.
• Collaborate with other engineers, product managers, and Calix vendors to identify root causes and solutions.
• Escalate complex or unresolved cases to the appropriate teams or experts.
• Meet SLAs and keep customers satisfied.
• Update Salesforce tickets continuously per 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 - comfortable to work in shifts including weekends.
• Cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks.

Qualifications

• 4+ years of technical support and/or escalation support experience, with background in networking and telecommunication.
• Bachelor’s degree in computer science, Engineering, or related field, or equivalent work experience.
• Provide Level-2/3 support and troubleshooting to resolve issues.
• Focus/Interest on Cloud-based technology – 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 any other similar controller.
• Knowledge of containerization frameworks such as Docker, Kubernetes, or similar.
• In-depth understanding of Networking protocols i.e. TCP/IP, DHCP, DNS, SNMP, IPFIX, IPV4/IPV6, CGNAT, Ethernet, Layer2 (RSTP/MSTP, VLANs, etc.), Layer3 (IP Routing, OSPF, BGP, etc.), 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 etc.).
• Knowledge of SD-WAN Architectures is preferred.
• Must have knowledge on 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.

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

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 a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.