Release Train Engineer II
Cox Enterprises
Senior Escalation Engineer I
Calix
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $91,800 - $176,000 per year
Job Level
Senior
Tech Stack
AnsibleCloudDNSDockerFirewallsKubernetesMongoDBPerlPHPPostgresPythonTCP/IP
About the role
- 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.
Requirements
- 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.
