Senior Escalation Engineer I

As a Senior Systems Engineer (Escalation) – 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, and element management systems.
• The role will require supporting all Calix Access products, but will have a focus on Cloud-based EMS applications. 
• Analyze, diagnose, and resolve network issues reported by customers and partners.
• Analyze outages - document per guidelines, communicate risks.
• Collaborate with other engineers, product managers, and calix vendors to identify root causes and solutions.
• Escalate complex or unresolved cases to the appropriate teams or experts.
• Meet SLAs and keep customers satisfied.
• Update Salesforce tickets continuously per Calix processes.
• Document case history, best practices, and troubleshooting guides.
• Contribute to the continuous improvement of processes and tools.
• Cover shifts based on business needs - comfortable to work in shifts including weekends
• Cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks.

Qualifications:

• 4+ years of technical support and/or escalation support experience, with background in networking and telecommunication.
• Bachelor’s degree in computer science, Engineering, or related field, or equivalent work experience.
• Provide Level-2/3 support and troubleshooting to resolve issues.
• Focus/Interest on Cloud-based technology – client/server architecture with remotely connected devices.
• Experience with Netflow, IPFix, TR-069, REST APIs, XML, STUN, JSON, MongoDB , PostgreSQL, ELK Stack, and Netconf/Yang
• Experience with scripting and configuration management tools (Python / Bash / PHP / Perl / CGI/ Ansible) preferred
• Knowledge of FCAPS solutions that are geographically diverse
• Knowledge of SDN controllers like OpenDaylight, ONOS, or any other similar controller.
• Knowledge of containerization frameworks such as Docker, Kubernetes, or similar.
• In-depth understanding of Networking protocols i.e. TCP/IP, DHCP, DNS, SNMP, IPFIX, IPV4/IPV6, CGNAT, Ethernet, Layer2 (RSTP/MSTP, VLANs, etc.), Layer3 (IP Routing, OSPF, BGP, etc.), MPLS (L2-VPN, L3-VPN) and networking management.
• Familiarity with SASE Architectures including Zero-Trust Network Access (ZTNA), Secure Web Gateway (SWG), and Security services (IDS/IPS, Firewalls etc.)
• Knowledge of SD-WAN Architectures is preferred
• Must have knowledge on Cisco, Juniper, or other network devices.
• CCNA/CCNP/JNCIP/RHCSA/CISSP/NSE or equivalent desired.
• Fluent in the English language (verbal and written).
• Strong troubleshooting and analytical skills.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Willingness to learn new technologies and products.

Compensation will vary based on geographical location (see below) within the United States. Individual pay is determined by the candidate's location of residence and multiple factors, including job-related skills, experience, and education.

For more information on our benefits click here.

There are different ranges applied to specific locations. The average base pay range (or OTE range for sales) in the U.S. for the position is listed below.

San Francisco Bay Area Only:

117,300.00 - 176,000.00 USD Annual

National Major Cities plus, CA, CO, NY Metro area:

102,000.00 - 153,000.00 USD Annual

Regional plus NY:

91,800.00 - 137,700.00 USD Annual