Senior Tier 3 Engineer - Calix Cloud

Jobgether; United States; A distancia; USD 73.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote US-wide position

Professional development

Competitive salary

Performance bonus

Comprehensive benefits

Descripción de la vacante

Jobgether is seeking an experienced Tier 3 Technical Support engineer to own complex escalations in cloud, networking, and connected devices. You will collaborate with global engineering teams to investigate, document, and remediate defects while maintaining strong customer focus.

In this role, you will mentor junior engineers, develop clear troubleshooting guides, and drive improvements to support processes and documentation.

Formación

• At least five years of experience in technical support, Tier 3 or escalation management.
• Bachelor's or master's degree in Electrical Engineering, Computer Science, or related field.

Responsabilidades

• Resolve complex technical escalations for Tier 3 support involving cloud platforms, networking, and managed services.
• Lead advanced troubleshooting of software, connectivity, and network performance issues.
• Drive product defect resolution by documenting and escalating customer-impacting defects with engineering.
• Manage critical customer incidents with clear communications and resource coordination.
• Collaborate across technical teams to resolve challenging issues and share expertise.
• Mentor frontline support engineers with technical guidance and knowledge transfer.
• Develop and maintain technical documentation and knowledge base materials.
• Represent customer perspective to stakeholders to influence product improvements.
• Use data and performance insights to explain issues and drive improvements.
• Maintain technical expertise with quarterly training and current product releases.
• Support cloud-connected solutions ensuring reliable integration across environments.
• Contribute to continuous improvement of workflows and support quality.

Conocimientos

Cloud platforms

Networking

Wi-Fi networking

TCP/IP

REST APIs

Linux scripting

Root-cause analysis

Escalation management

Customer-focused support

Communication

Educación

Bachelor's or Master's in Electrical Engineering or Computer Science

Herramientas

Linux

Python

Bash

Descripción del empleo

Accountabilities

- Resolve complex technical escalations: Take ownership of Tier 3 support cases involving cloud platforms, networking technologies, connected Wi-Fi equipment, and managed services, ensuring timely and effective resolution.

- Lead advanced troubleshooting: Investigate complex software, connectivity, and network performance issues, identify root causes, and implement solutions that minimize customer disruption.

- Drive product defect resolution: Identify, document, and escalate customer-impacting product defects while collaborating with development and engineering teams to support investigation, remediation, and resolution.

- Manage critical customer incidents: Prioritize urgent technical issues, communicate progress clearly, and coordinate the resources needed to resolve incidents efficiently, working independently or with colleagues as appropriate.

- Collaborate across technical teams: Partner with support engineers and technical specialists across functions and geographic locations to resolve challenging customer problems and share expertise.

- Mentor frontline support engineers: Provide technical guidance, coaching, and knowledge transfer to junior support engineers, helping improve troubleshooting capabilities and overall team performance.

- Develop technical documentation: Create and maintain clear technical resources, troubleshooting guides, and knowledge base materials for both internal teams and external customers.

- Represent the customer perspective: Communicate customer concerns, recurring technical challenges, and product feedback to internal stakeholders, including executive leadership, to influence product improvements and service priorities.

- Use data to drive decisions: Analyze technical data and performance insights to explain issues, identify trends, support informed decisions, and recommend improvements to products and support processes.

- Maintain technical expertise: Complete quarterly training and stay current with product releases, platform enhancements, emerging technologies, and evolving support practices.

- Support cloud-connected solutions: Focus on cloud-based products and connected Wi-Fi premises equipment, ensuring reliable integration and performance across cloud and network environments.

- Contribute to continuous improvement: Identify opportunities to improve troubleshooting workflows, escalation procedures, knowledge sharing, and customer support quality.

Requirements

- Professional experience: At least five years of experience in technical support, Tier 3 support, escalation management, or a related technical role, preferably involving networking or software applications.

- Education: Bachelor's or master's degree in Electrical Engineering, Computer Science, or a related discipline, or equivalent practical experience.

- Cloud technology knowledge: Strong interest in and understanding of cloud-based platforms, client-server architectures, and remotely connected devices.

- Networking fundamentals: Solid knowledge of TCP/IP, Layer 2 switching, Layer 3 routing, VLANs, Quality of Service (QoS), and Differentiated Services Code Point (DSCP).

- Network protocols and technologies: Familiarity with NetFlow, IPFIX, TR-069, REST APIs, HTTP, STUN, JSON, SQL, DHCP, NAT, DNS, firewalls, and SNMP.

- Wireless and multimedia networking: Understanding of 802.11 wireless technologies, IGMP, IPTV, and connected Wi-Fi devices.

- Operating systems and scripting: Familiarity with Linux and scripting languages such as Python, Bash, PHP, Perl, or CGI for troubleshooting, automation, and technical analysis.

- Advanced troubleshooting: Demonstrated ability to investigate complex technical problems, perform root-cause analysis, interpret technical data, and develop effective, lasting solutions.

- Customer support excellence: A proven track record of delivering high-quality technical support, managing escalations, and maintaining a strong customer-first approach under pressure.

- Technical account and project management: Strong capabilities in customer relationship management, technical account support, project coordination, and cross-functional problem resolution.

- Communication skills: Excellent written and verbal communication, with the ability to explain complex technical concepts clearly, concisely, and appropriately to both technical and nontechnical audiences.

- Executive-level presentation: Professional presentation and interpersonal skills, including the ability to communicate confidently with senior customer stakeholders and executive leadership.

- Collaboration and mentoring: Ability to build productive relationships, share technical knowledge, coach colleagues, and contribute to collective team success.

- Autonomy and initiative: Self-motivated and capable of managing complex issues independently while recognizing when cross-functional collaboration or escalation is necessary.

- Analytical mindset: Ability to use data, technical evidence, and customer insights to make informed decisions and recommend improvements.

- Adaptability and continuous learning: Curious, receptive to feedback, and committed to ongoing technical and professional development in a rapidly evolving technology environment.

- Location and schedule: Must be based in the United States and able to work standard PST business hours regardless of local time zone.

Benefits

- Competitive base salary: Annual compensation varies by geographic location:
- San Francisco Bay Area: $93,200–$140,300

- Select U.S. metropolitan areas and states: $81,000–$122,000

- Other U.S. locations: $72,900–$109,800

- Potential performance bonus: Eligibility for additional bonus compensation as part of the overall compensation package.

- Comprehensive benefits package: Access to employee benefits, with specific coverage and plan details provided during the recruitment process.

- Remote work arrangement: Fully remote position within the United States.

- Professional development: Quarterly training and ongoing opportunities to expand technical expertise and stay current with emerging technologies.

- Technical career growth: Opportunities to deepen expertise in cloud platforms, broadband networking, connected devices, and advanced technical support.

- Cross-functional collaboration: Work closely with engineering, development, and support teams to solve complex challenges and influence product improvements.

- Customer impact: Help communication service providers improve reliability, streamline operations, and deliver better digital experiences to their customers.

- Innovation-focused environment: Contribute to evolving cloud-first, AI-powered technologies within a rapidly changing broadband industry.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.


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