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Tech Stack
Tools & technologiesLinuxSwitchingTCP/IP
About the role
Key responsibilities & impact- Act as 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- Bonus eligibility
- Health insurance
- Retirement plans
- Flexible work arrangements
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaS technologiesManaged Servicesconfiguration and troubleshooting of routersL2/L3 protocolsGPONXGS-PONTCP/IPL2 SwitchingQoSLinux
Soft Skills
self-managingdetail-orientedorganizedcreativeexcellent follow-throughanalysisproblem-solvingdecision-makingcollaborationcommunication
Certifications
CCNPJNCIANRS II