Senior Escalation Engineer I

1 Month ago • 4 Years + • $91,800 PA - $176,000 PA
Software Development & Engineering

Job Description

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. This role focuses on supporting Calix Access products, especially Cloud-based EMS applications. Responsibilities include analyzing outages, collaborating with teams, escalating issues, meeting SLAs, and documenting solutions. You will work with cutting-edge technologies to enable secure and seamless connectivity globally.
Good To Have:
  • Experience with scripting and configuration management tools (Python, Bash, PHP, Perl, CGI, Ansible)
  • Knowledge of SD-WAN Architectures
  • CCNA/CCNP/JNCIP/RHCSA/CISSP/NSE or equivalent certifications
Must Have:
  • Provide technical support for Calix Access products
  • Support Cloud-based EMS applications
  • Analyze, diagnose, and resolve network issues
  • Analyze outages, document, and communicate risks
  • Collaborate with engineers, product managers, and vendors
  • Escalate complex or unresolved cases
  • Meet SLAs and ensure customer satisfaction
  • Update Salesforce tickets
  • Document case history, best practices, and troubleshooting guides
  • Contribute to process and tool improvement
  • Cover shifts, including weekends
  • Provide pragmatic and effective recovery for outages
  • Manage and communicate related risks
  • Provide Level-2/3 support and troubleshooting
  • Focus on Cloud-based technology
  • Experience with Netflow, IPFix, TR-069, REST APIs, XML, STUN, JSON, MongoDB, PostgreSQL, ELK Stack, Netconf/Yang
  • Knowledge of FCAPS solutions
  • Knowledge of SDN controllers
  • Knowledge of containerization frameworks
  • In-depth understanding of Networking protocols
  • Familiarity with SASE Architectures
  • Knowledge of Cisco, Juniper, or other network devices
  • Fluent in English (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

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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.

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