Calix

Senior Escalation Engineer I

Calix

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $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.