• Dar soporte a las actividades diarias del equipo de IT O&L Manufacturing • Participar en despliegues, actualizaciones y actividades de implantación (rollout) de sistemas MES • Trabajar en la resolución de incidencias y problemas cuando sea necesario, siguiendo los procesos de soporte establecidos • Operar y mantener sistemas de TI utilizados en entornos de fabricación • Seguir los procedimientos, procesos y estándares de documentación de IT establecidos • Colaborar con los equipos de fabricación, operaciones y TI para garantizar la disponibilidad y fiabilidad de los sistemas • Ayudar en la resolución de problemas de sistemas, aplicaciones o infraestructura • Documentar acciones, configuraciones y soluciones para compartir conocimiento y asegurar la continuidad • Contribuir a un entorno de TI estable y conforme a normativas, alineado con las necesidades de fabricación

• As a member of the Support Center team, a Tier 1 End User Support is responsible for customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. • Responding to customer support requests that come in via phone, email, chat, or customer portal • Interacting with clients using professionalism and promptness • Jointly solving problems through collaboration with team members. • Providing quality customer service skills in all forms of communication • Collaborating with Tier 2 and Tier 3 technicians on escalated customer support requests • Documenting resolutions and building knowledge base articles • Tracking time and activity in the Magna5 ticketing system • Utilizing the Magna5 monitoring and cybersecurity systems to triage alerts and alarms

• 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.

• Build and maintain partner integrations (Zapier, n8n, and others) using TypeScript and Node.js. • Contribute to C2C backend development, supporting real-time services that connect hardware partners and production teams to the cloud. • Maintain and evolve our TypeScript and Python SDKs for the Frame.io V4 API. • Design services that manage data flow, authentication handoffs (Adobe IMS / OAuth 2.0), webhook delivery, and event-driven communication between systems. • Collaborate across product, engineering, and partnerships to prioritize work and improve developer experience through documentation and reference implementations.