Senior Tier 3 Engineer - Calix Cloud

<h3>Accountabilities</h3><li>
<strong>Resolve complex technical escalations:</strong>Take ownership of Tier 3 support cases involving cloud platforms, networking technologies, connected Wi-Fi equipment, and managed services, ensuring timely and effective resolution.</li><li>
<strong>Lead advanced troubleshooting:</strong>Investigate complex software, connectivity, and network performance issues, identify root causes, and implement solutions that minimize customer disruption.</li><li>
<strong>Drive product defect resolution:</strong>Identify, document, and escalate customer-impacting product defects while collaborating with development and engineering teams to support investigation, remediation, and resolution.</li><li>
<strong>Manage critical customer incidents:</strong>Prioritize urgent technical issues, communicate progress clearly, and coordinate the resources needed to resolve incidents efficiently, working independently or with colleagues as appropriate.</li><li>
<strong>Collaborate across technical teams:</strong>Partner with support engineers and technical specialists across functions and geographic locations to resolve challenging customer problems and share expertise.</li><li>
<strong>Mentor frontline support engineers:</strong>Provide technical guidance, coaching, and knowledge transfer to junior support engineers, helping improve troubleshooting capabilities and overall team performance.</li><li>
<strong>Develop technical documentation:</strong>Create and maintain clear technical resources, troubleshooting guides, and knowledge base materials for both internal teams and external customers.</li><li>
<strong>Represent the customer perspective:</strong>Communicate customer concerns, recurring technical challenges, and product feedback to internal stakeholders, including executive leadership, to influence product improvements and service priorities.</li><li>
<strong>Use data to drive decisions:</strong>Analyze technical data and performance insights to explain issues, identify trends, support informed decisions, and recommend improvements to products and support processes.</li><li>
<strong>Maintain technical expertise:</strong>Complete quarterly training and stay current with product releases, platform enhancements, emerging technologies, and evolving support practices.</li><li>
<strong>Support cloud-connected solutions:</strong>Focus on cloud-based products and connected Wi-Fi premises equipment, ensuring reliable integration and performance across cloud and network environments.</li><li>
<strong>Contribute to continuous improvement:</strong>Identify opportunities to improve troubleshooting workflows, escalation procedures, knowledge sharing, and customer support quality.</li><h2>Requirements</h2><li>
<strong>Professional experience:</strong>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.</li><li>
<strong>Education:</strong>Bachelor's or master's degree in Electrical Engineering, Computer Science, or a related discipline, or equivalent practical experience.</li><li>
<strong>Cloud technology knowledge:</strong>Strong interest in and understanding of cloud-based platforms, client-server architectures, and remotely connected devices.</li><li>
<strong>Networking fundamentals:</strong>Solid knowledge of TCP/IP, Layer 2 switching, Layer 3 routing, VLANs, Quality of Service (QoS), and Differentiated Services Code Point (DSCP).</li><li>
<strong>Network protocols and technologies:</strong>Familiarity with NetFlow, IPFIX, TR-069, REST APIs, HTTP, STUN, JSON, SQL, DHCP, NAT, DNS, firewalls, and SNMP.</li><li>
<strong>Wireless and multimedia networking:</strong>Understanding of 802.11 wireless technologies, IGMP, IPTV, and connected Wi-Fi devices.</li><li>
<strong>Operating systems and scripting:</strong>Familiarity with Linux and scripting languages such as Python, Bash, PHP, Perl, or CGI for troubleshooting, automation, and technical analysis.</li><li>
<strong>Advanced troubleshooting:</strong>Demonstrated ability to investigate complex technical problems, perform root-cause analysis, interpret technical data, and develop effective, lasting solutions.</li><li>
<strong>Customer support excellence:</strong>A proven track record of delivering high-quality technical support, managing escalations, and maintaining a strong customer-first approach under pressure.</li><li>
<strong>Technical account and project management:</strong>Strong capabilities in customer relationship management, technical account support, project coordination, and cross-functional problem resolution.</li><li>
<strong>Communication skills:</strong>Excellent written and verbal communication, with the ability to explain complex technical concepts clearly, concisely, and appropriately to both technical and nontechnical audiences.</li><li>
<strong>Executive-level presentation:</strong>Professional presentation and interpersonal skills, including the ability to communicate confidently with senior customer stakeholders and executive leadership.</li><li>
<strong>Collaboration and mentoring:</strong>Ability to build productive relationships, share technical knowledge, coach colleagues, and contribute to collective team success.</li><li>
<strong>Autonomy and initiative:</strong>Self-motivated and capable of managing complex issues independently while recognizing when cross-functional collaboration or escalation is necessary.</li><li>
<strong>Analytical mindset:</strong>Ability to use data, technical evidence, and customer insights to make informed decisions and recommend improvements.</li><li>
<strong>Adaptability and continuous learning:</strong>Curious, receptive to feedback, and committed to ongoing technical and professional development in a rapidly evolving technology environment.</li><li>
<strong>Location and schedule:</strong>Must be based in the United States and able to work standard PST business hours regardless of local time zone.</li><h2>Benefits</h2><li>
<strong>Competitive base salary:</strong>Annual compensation varies by geographic location:</li>
<li>San Francisco Bay Area:<strong>$93,200–$140,300</strong>
</li><li>Select U.S. metropolitan areas and states:<strong>$81,000–$122,000</strong>
</li><li>Other U.S. locations:<strong>$72,900–$109,800</strong>
</li><li>
<strong>Potential performance bonus:</strong>Eligibility for additional bonus compensation as part of the overall compensation package.</li><li>
<strong>Comprehensive benefits package:</strong>Access to employee benefits, with specific coverage and plan details provided during the recruitment process.</li><li>
<strong>Remote work arrangement:</strong>Fully remote position within the United States.</li><li>
<strong>Professional development:</strong>Quarterly training and ongoing opportunities to expand technical expertise and stay current with emerging technologies.</li><li>
<strong>Technical career growth:</strong>Opportunities to deepen expertise in cloud platforms, broadband networking, connected devices, and advanced technical support.</li><li>
<strong>Cross-functional collaboration:</strong>Work closely with engineering, development, and support teams to solve complex challenges and influence product improvements.</li><li>
<strong>Customer impact:</strong>Help communication service providers improve reliability, streamline operations, and deliver better digital experiences to their customers.</li><li>
<strong>Innovation-focused environment:</strong>Contribute to evolving cloud-first, AI-powered technologies within a rapidly changing broadband industry.</li>