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.