Senior Escalation Engineer I

Calix; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Systems Engineer to provide technical support for cutting-edge access technology products. In this role, you will troubleshoot complex network issues, collaborate with engineers and vendors, and ensure customer satisfaction in a fast-paced environment. With a focus on continuous improvement, you will work with advanced technologies that enable seamless connectivity for millions. If you are passionate about networking and eager to learn, this opportunity offers a dynamic environment where your skills will make a significant impact.

Qualifications

• 4+ years of technical support experience in networking and telecommunications.
• CCNA or CCNP certification preferred with knowledge of Cisco technologies.
• Strong understanding of networking protocols like TCP/IP, DHCP, and DNS.

Responsibilities

• Provide technical support for Calix Access products and troubleshoot network issues.
• Collaborate with engineers and vendors to resolve complex problems.
• Document outages and update Salesforce tickets as per guidelines.

Skills

Technical Support

Troubleshooting

Networking Protocols

Analytical Skills

Communication Skills

Linux

Python

Education

Bachelor's Degree in Computer Science

CCNA Certification

CCNP Certification

Tools

Salesforce

Cisco

Juniper

Job description

As a Systems Engineer (Support) – Access Technology support, you will provide technical assistance and support to Calix customers and partners. You will troubleshoot, resolve, and document complex network problems in a fast-paced and collaborative environment. You will work with cutting-edge technologies and products that enable secure and seamless connectivity for millions of users across the globe.

Responsibilities and Duties:

• Provide technical support for Calix Access products, such as routers, switches, wireless controllers, and access points.
• Analyze, diagnose, and resolve network issues reported by customers and partners.
• Document outages per guidelines and communicate associated risks.
• Collaborate with other engineers, product managers, and vendors to identify root causes and solutions.
• Escalate complex or unresolved cases to the appropriate teams or experts.
• Meet SLAs and ensure customer satisfaction.
• Update Salesforce tickets consistently following Calix processes.
• Document case history, best practices, and troubleshooting guides.
• Contribute to the continuous improvement of processes and tools.
• Work in shifts as needed, including weekends, based on business requirements.
• Conduct cause analysis, provide pragmatic recovery solutions, and communicate related risks.

Qualifications:

• 4+ years of technical support and/or escalation support experience, with a background in networking and telecommunications.
• Bachelor’s degree in computer science, engineering, or related field, or equivalent work experience.
• CCNA or CCNP certification, or equivalent knowledge of Cisco networking technologies.
• Experience working in a Network NOC, R&D, or customer-facing environment.
• Provide Level-2/3 support and troubleshooting to resolve issues.
• Deep understanding of networking protocols such as TCP/IP, DHCP, DNS, SNMP, IPFIX, IPv4/IPv6, Ethernet, Layer 2 (RSTP/MSTP, VLANs), Layer 3 (IP Routing, OSPF, BGP), MPLS (L2-VPN, L3-VPN), and network management.
• Knowledge of Linux, shell scripting, and Python is preferred.
• Experience with Cisco, Juniper, or other network devices.
• Strong knowledge of product features, benefits, and use cases.
• Desired certifications include CCNA/CCNP/JNCIP/RHCSA.
• Fluent in English (verbal and written).
• Strong troubleshooting, analytical, and communication skills.
• Ability to work independently and collaboratively.
• Willingness to learn new technologies and products.
• Ability to clearly articulate technical issues and solutions.
• Self-motivated, adaptable, and open to constructive feedback.
• Ability to think objectively and solve problems under pressure.

Compensation varies based on geographical location within the United States, considering skills, experience, and education. For more information on benefits, click here.

Salary ranges are applied depending on specific locations:

• San Francisco Bay Area Only:
• Major Cities including CA, CO, NY Metro area:
• Regional plus NY: