Senior Cloud Support Engineer (Escalations)

Calix; Oregon; Hybrid; USD 73,000 - 110,000; Full time

Benefits offered by this job

Bonus eligibility

Benefits package

Job summary

Calix is seeking a Technical Support Engineer to own escalated issues for the Calix Cloud, EXOS, and Managed Services. You will diagnose complex problems, identify bugs with Development, and drive critical customer issues toward timely resolutions.

The role emphasizes data‑driven decision making, collaboration across global teams, and mentorship of junior engineers. Proficiency in networking concepts and cloud‑based deployments is essential, with the ability to communicate effectively with

Qualifications

• 5+ years of technical support and/or escalation support experience, with a background in networking or software applications.
• Strong troubleshooting and problem‑solving skills.
• Exceptional verbal and written communication skills, with the ability to be concise and effective.
• Relentlessly customer‑centric, with a collaborative, problem‑solving mindset.
• Polished, mature presentation skills suited to executive‑level conversations.
• Strong interpersonal skills, including self‑awareness and the ability to build and maintain relationships.

Responsibilities

• 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 Customer Encountered Product Defects.
• Drive customer‑impacting product issues to resolution with urgency, working independently and collaborating with teammates as needed.
• Collaborate with peers across technical teams and geographies to resolve critical customer issues.
• Mentor and upskill frontline Calix support engineers.
• Create technical documentation for internal and external audiences to support knowledge sharing.
• Represent the voice of the customer across internal teams, including executive leadership.
• Use data and insights to explain situations, make informed decisions, and recommend improvements.
• Complete quarterly training to stay current on new features and technology enhancements.
• Focus on Calix Cloud products, including Cloud and Cloud‑connected Wi‑Fi premises equipment.

Skills

Technical support

Troubleshooting

Customer focus

Communication skills

Collaboration

Data-driven

Independence

Education

Electrical Eng / CS degree

Tools

Netflow

IPFix

TR-069

REST

JSON

SQL

Linux

Job description

Calix is seeking a Technical Support Engineer to own escalated issues for the Calix Cloud, EXOS, and Managed Services. You will diagnose complex problems, identify bugs with Development, and drive critical customer issues toward timely resolutions.

The role emphasizes data‑driven decision making, collaboration across global teams, and mentorship of junior engineers. Proficiency in networking concepts and cloud‑based deployments is essential, with the ability to communicate effectively with