Calix

Support Engineer

• Act as on-site 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.

Resident Support Engineer