Calix provides the cloud, software platforms, systems and services required for communications service providers to simplify their businesses, excite their subscribers and grow their value.Looking to join an exciting organization up-ending the Access Network Industry? Ready to be part of a team that is proud to help our customers grow their businesses, and solve problems to make end-user experiences smooth and seamless? At Calix, we build solutions that connect the world.The Revenue Edge is leading that charge, putting Service Providers in touch with the network inside the subscriber’s home, and allowing them to provide an unparalleled end-to-end network experience. From Entire Household Content filtering, and Virus/Threat detection to bleeding edge Wi-Fi and Mesh Networking technologies, the Revenue Edge is a key component in the success of Calix’s Customers.Our Customer Support team is growing, and we are looking for networking professionals who enjoy problem-solving and working with people, who will focus on our Revenue Edge portfolio.Responsibilities & Duties:This position will predominately provide technical support via the telephone, web or at the customer site with specific data-centric objectives based off product responsibilities.The candidate must be able to take ownership in driving and solving customer technical product issues with urgency and effectively operate independently and collaborate with team members as the situation requires.Complete training deliverables on a quarterly basis to ensure you are up to speed on the latest features and technology enhancements.The candidate must be passionate about solving customer technical product issues with a constant drive for technical knowledge and growth.Use data and insight to explain a situation, make informed decisions and provide recommendations for improvement.The ideal candidate must be able to excel in a fast-paced environment, to manage multiple customer issues/projects simultaneously, provide quick yet thorough responses and meet aggressive deadlines.Focusing on our Revenue Edge portfolio, this position will be working with our Cloud and Cloud-Connected Wi-Fi Premises equipment.Have scheduling flexibility to cover required shifts based on business needsQualifications:We are seeking an extremely self-motivated, autonomous individual with a proven track record in providing a high level of technical support.1+ years of customer-focused experience preferred, with a background in Networking or Software Applications.This position is for 1st shift hours, i.e., Day hours (in PST), 8am – 5pm PST.This position is for shifted working dates, i.e., Tuesday – SaturdayStrong troubleshooting and problem-solving skills are a must.Ability to use data and insight to explain a situation and make informed decisions and recommendations for improvement.This role requires an engineer who is relentlessly customer-centric, a problem-solver, and a strong collaborator.Strong cultural fit, valuing teamwork, and shared success while constantly striving to better yourself for the collective impact on the team.Exceptional oral & written communication skills, with the ability to be concise and effective.Strong interpersonal skills are crucial, including self-awareness and relationship building/maintenance.Strong technical account management, customer service and project management skills.Strong initiative, being a self-starter is key for success in this roleConstantly seeking to learn more, technically and professionally, coachable with a passion to get better and grow personal and team impactBS/MS EE, CS, or equivalent study activityFocus/Interest on Cloud-based technology – client/server architecture with remotely connected devicesSolid Understanding of TCP/IP, L2 switching, VLANs, QoS/DSCP, STUN, NAT, Netflow and ability to troubleshoot networking-related issuesSolid experience with Linux/Unix, DHCP, DNS, FirewallsExperience with XML, SOAP, REST, API, HTTP, SNMPExperience with Wireless Networking and various IEEE 802.11 standardsExperience working with MySQL database and SQL queriesScripting skills with Python / Bash / PHP / Perl / CGI is a plusUnderstanding of Multicast, IGMP & IPTV is a plusUnderstanding of VoIP protocols such as SIP, H.248, MGCP is a plusFamiliarity with tcpdump and Wireshark tool is a plusSome travel is requiredLocation:Remote – US or CanadaCompensation will vary based on geographical location (see below) within the United States. Individual pay is determined by the candidate's location of residence and multiple factors, including job-related skills, experience, and education.For more information on our benefits click here.There are different ranges applied to specific locations. The average base pay range (or OTE range for sales) in the U.S. for the position is listed below.San Francisco Bay Area Only:71,300.00 - 107,000.00 USD AnnualNational Major Cities plus, CA, CO, NY Metro area:62,000.00 - 93,000.00 USD AnnualRegional plus NY:55,800.00 - 83,700.00 USD Annual
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