Senior Cloud Network Support Engineer

Calix; United States; À distance; USD 73 000 - 140 000; Plein temps

Résumé du poste

Calix is seeking a senior technical support specialist to own escalated issues across Calix Cloud, EXOS, and Managed Services. You will drive customer-impacting resolutions, identify bugs with Development, and mentor frontline engineers while creating clear technical documentation.

The role emphasizes data-driven decisions, strong communication, and cross-team collaboration to improve customer outcomes and experiences. Strong networking knowledge and Linux scripting are valued.

Qualifications

• BS/MS in Electrical Engineering, Computer Science, or equivalent experience.
• 5+ years of technical support and/or escalation support experience.
• Strong troubleshooting and problem-solving skills.
• Ability to use data and insights to explain situations and recommend improvements.
• Relentless customer-centric mindset with collaborative approach.
• Excellent verbal and written communication skills, suitable for executive conversations.
• Strong initiative and the ability to work independently.

Responsabilités

• 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 defects.
• Drive customer-impacting issues to resolution with urgency.
• Mentor frontline Calix support engineers.
• Create technical documentation for internal and external audiences.
• Represent the voice of the customer across internal teams.
• Use data and insights to explain situations and recommend improvements.
• Complete quarterly training on new features and technology.
• Focus on Calix Cloud products, including Cloud and Cloud-connected Wi-Fi premises equipment.

Connaissances

Technical support

Troubleshooting

Data-driven decisions

Customer-centric

Communication skills

Executive communication

Interpersonal skills

Project management

Independent work

Cloud technology interest

Networking basics

TCP/IP understanding

Linux scripting

Formation

BS/MS in Electrical Engineering or Computer Science

Outils

Netflow

IPFix

TR-069

REST/HTTP

JSON

SQL

Scripting (Python/Bash/Perl/PhP/CGI)

Linux

Description du poste

Calix is seeking a senior technical support specialist to own escalated issues across Calix Cloud, EXOS, and Managed Services. You will drive customer-impacting resolutions, identify bugs with Development, and mentor frontline engineers while creating clear technical documentation.

The role emphasizes data-driven decisions, strong communication, and cross-team collaboration to improve customer outcomes and experiences. Strong networking knowledge and Linux scripting are valued.