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To enable broadband service providers of all sizes to simplify, innovate and grow.
Senior Systems Engineer, Technical Support
Location
California
Posted
47 days ago
Salary
$90K - $135K / year
Seniority
Senior
Job Description
Senior Systems Engineer, Technical Support
Calix
• Provide technical support for Calix Access products, such as routers, switches, and element management systems. • 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.
Job Requirements
- 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.
Benefits
- As a part of the total compensation package, this role may be eligible for a bonus.
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