Resident Support Engineer - Ashburn, Virginia

This position will be responsible for managing the support of a strategic customer account and coordinating initiatives such as the roll out of new products or solutions or to manage sensitive account issues. The Resident Support Engineer will collaborate with all levels within this strategic account to understand their business objectives, resolve issues in a timely manner and ultimately ensure the customer is satisfied with the overall support provided by Calix. This position will be responsible for driving customer initiatives within the Calix extended teams to ensure proper focus and accountability are delivered.

Responsibilities:

• Act as on-site primary technical point of contact for Calix Customer Success Support within this strategic account
• Ensure effective and timely communication between the customer and the Calix extended teams
• Maintain both internal and external action item registers for major initiatives as well as operational issues within these accounts
• Drive internal cross-functional Calix teams to address issues in a timely manner
• Ensure Calix products are ready for deployment projects and planning projects according to new feature release cycles.
• Support Customer on the deployment of Calix products within their network.
• Take a proactive approach to identify and anticipate technical problems and establish communication channels, mitigating strategies to help Customer with its business continuity.
• Provide troubleshooting and support as the subject matter expert in Calix technologies.
• Diagnosing non-operational behavior and driving software resolutions with the Calix development team.
• Collaborate with customer, internal and 3rd party stakeholders (technical and non-technical), leading discussions, technical whiteboard sessions, and the creation and delivery of executive level presentations.
• Collaborating on design and integration planning sessions.
• Facilitating communication regarding technical support cases, bug cases, and release notes for technical planning regarding Calix software and solutions.
• Manage Calix internal teams on Root Cause Analysis (RCA) and effectively communicate and drive closure with Customer stakeholders.
• Provide technical input to the Technical Account Manager for quarterly business reports - detailing technical support cases statuses, trends, performance of Calix Technical Support, best practice reviews, and opportunities for innovation and improvements.

Qualifications:

• BS/MS in Electrical Engineering, Computer Engineering or equivalent
• 8+ years’ experience in technical customer service, professional service or consulting environments with a deep understanding of SaaS technologies and Managed Services.
• CCNP/JNCIA/NRS II certification desirable
• Experience working with large tier 1 and tier 2 telecommunications service providers.
• Experience with configuration and troubleshooting of routers, aggregators, L2/L3 protocols
• Experience with GPON, XGS-PON, TCP/IP, L2 Switching, QoS/DSCP, DHCP, AAA, ACL’s, OSS/EMS, and Linux
• Network engineering, design, and integration experience.
• Ability to quickly establish credibility with primary business customer as well as technical professionals.
• Familiarity with the Calix product portfolio or similar telecom technologies a plus.
• Technical knowledge of Calix products and platform features, capabilities, and best practices.
• Previous work on multiple large-scale complex projects with diverse network technologies.
• Self-managing (autonomous, detail-oriented, organized, creative).
• Proven history of excellent follow-through skills.
• Top notch analysis, problem-solving and decision-making skills.
• Strong collaboration, negotiation and diplomacy skills.
• Excellent written and verbal communication skills, including ability to present and lead discussions from the executive to the developer level.
• Travel to customer location up to 15% annually.