Senior Cloud Systems Engineer - Escalation & Support

Calix; San Jose (CA); On-site; USD 115,000 - 172,500; Full time

Job summary

Calix is seeking a Senior Systems Engineer in the San Francisco Bay Area to deliver advanced escalation support for CalixOne and cloud-connected Wi-Fi premises solutions. The role requires working Pacific Time Zone hours and collaborating across teams to resolve complex technical issues with urgency.

The ideal candidate has 5+ years in technical support, strong networking and cloud expertise, and excellent communication skills for executive conversations.

Qualifications

• 5+ years of technical support and/or escalation support experience in Networking or SaaS
• Ability to work Pacific Time Zone hours or reside in PTZ
• Strong troubleshooting and problem-solving skills
• Engineer with customer-centric mindset and collaboration
• Excellent verbal and written communication, concise for executive audiences
• Self-starter with initiative and willingness to learn continuously
• BS/MS EE or CS or equivalent
• Focus on cloud-based client/server architecture with remotely connected devices

Responsibilities

• Provide escalation support via phone, web, or on-site with data-centric objectives
• Own and drive complex technical product issues with urgency
• Create technical documentation for internal and external audiences
• Coordinate cross-functionally with internal teams, including executives
• Complete quarterly training on new features and tech enhancements
• Explain situations using data insights and recommend improvements
• Handle multiple issues and meet aggressive deadlines
• Support CalixOne portfolio and cloud-connected Wi-Fi premises equipment
• Engage with Early Adopter customers for new products/services

Skills

Networking experience

Cloud-based technology

Data-driven decision making

Executive communication

Project management

Scripting (Python/Bash/PHP/Perl)

Linux

Analytical thinking

Customer-centric

Education

BS/MS EE, CS, or equivalent

Tools

Netflow

IPFix

TR-069

REST/HTTP/JSON

SQL

L2/L3 networking

VLANs/QoS/DSCP

Linux

Job description

Calix is seeking a Senior Systems Engineer in the San Francisco Bay Area to deliver advanced escalation support for CalixOne and cloud-connected Wi-Fi premises solutions. The role requires working Pacific Time Zone hours and collaborating across teams to resolve complex technical issues with urgency.

The ideal candidate has 5+ years in technical support, strong networking and cloud expertise, and excellent communication skills for executive conversations.