Senior Tier 3 Engineer - Calix Cloud

Calix is hiring a Senior Tier 3 Engineer to provide escalated technical support for Calix Cloud, EXOS, and Managed Services. The role resolves complex customer issues, partners with Development on product defects, mentors frontline support engineers, and creates technical documentation.

Responsibilities:

• Own escalated technical issues and provide direct support to customers on complex problems across Calix Cloud, EXOS, and Managed Services
• Identify product bugs and partner with Development to resolve Customer Encountered Product Defects
• Drive customer-impacting product issues to resolution with urgency, working independently and collaborating with teammates as needed
• Collaborate with peers across technical teams and geographies to resolve critical customer issues
• Mentor and upskill frontline Calix support engineers
• Create technical documentation for internal and external audiences to support knowledge sharing
• Represent the voice of the customer across internal teams, including executive leadership
• Use data and insights to explain situations, make informed decisions, and recommend improvements
• Complete quarterly training to stay current on new features and technology enhancements
• Focus on Calix Cloud products, including Cloud and Cloud-connected Wi-Fi premises equipment

Requirements:

• Self-motivated, with a proven track record of delivering high-quality technical support
• 5+ years of technical support and/or escalation support experience, with a background in networking or software applications
• Strong troubleshooting and problem-solving skills
• Ability to use data and insights to explain situations, make informed decisions, and recommend improvements
• Relentlessly customer-centric, with a collaborative, problem-solving mindset
• Exceptional verbal and written communication skills, with the ability to be concise and effective
• Polished, mature presentation skills suited to executive-level conversations
• Strong interpersonal skills, including self-awareness and the ability to build and maintain relationships
• Strong technical account management, customer service, and project management skills
• Strong initiative and the ability to work independently
• Curious, coachable, and committed to continuous technical and professional growth
• Team-oriented, valuing shared success and contributing to the team's collective impact
• BS/MS in Electrical Engineering, Computer Science, or equivalent experience
• Interest in cloud-based technology, particularly client/server architectures with remotely connected devices
• Strong understanding of Netflow, IPFix, TR-069, REST, HTTP, STUN, JSON, SQL
• Understanding of TCP/IP, L2 switching, L3 routing, VLANs, QoS/DSCP
• Understanding of 802.11, DHCP, NAT, DNS, Firewalls, SNMP, IGMP & IPTV, Scripting (Python / Bash / PHP / Perl / CGI), Linux