This is a remote position that could be based anywhere in the United States or Canada.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 Escalation 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 and Duties:This position will provide escalation 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.Identifying product bugs and work with development to resolve Customer Experienced Defects.The candidate will be responsible for creating technical documentation to aid in knowledge sharing for both internal and external audiences.Provide customer perspective cross functionally across internal teams, including Executive level.Complete training deliverables on a quarterly basis to ensure you are up to speed on the latest feature and technology enhancements.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.Work with cutting edge hardware and software by supporting our Early Adopter customers for new products and services.Qualifications:Calix requires all employees based in North America who will work onsite at a Calix office, attend in-person meetings, and/or travel on behalf of Calix to be fully vaccinated. Calix will consider requests for reasonable accommodations as required under applicable law.We are seeking an extremely self-motivated, autonomous individual with a proven track record in providing a high level of technical support.5+ years of technical support and/or escalation support experience, with background in Networking or Software Applications.Strong 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, shared success while constantly striving to better yourself for the collective impact to the team. Exceptional oral & written communications skills, with ability to be concise and effective.Measured and mature presentation skills suitable for Executive level conversations.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 role.Constantly seeking to learn more, technically and professionally, and coachable with a passion for knowledgeBS/MS EE, CS, or equivalent study activity.Focus/Interest on Cloud-based technology – client/server architecture 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.Location:Remote-based position located in the United States or Canada.#LI-Remote
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