Senior Systems Engineer - Escalation Support - Networking
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. Our mission at Calix is to enable our customers, to simplify their business, excite their subscribers, and grow their value. Calix is leading the industry in providing a Platform and Systems to enable Service Providers to provide value and experiences to their subscribers – really focusing on making our customers WIN. 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.Roles and Responsibilities: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. Go beyond documentation creation to include reviewing, validating, and approving knowledge articles to ensure accuracy and alignment with evolving products and aid in knowledge sharing for both internal and external audiences.Provide customer perspective cross functionally across internal teams, including Executive level,. Expand scope beyond individual case resolution to include driving systemic, cross‑functional improvements across Support, Engineering, Product, Sales, and Success.Complete training deliverables on a quarterly basis to ensure you are up to speed on the latest feature and technology enhancements. The candidate must be passionate about solving customer technical product issues with a constant drive for technical knowledge and growth. Act as a mentor, supporting Support engineers through coaching and enablement. Use data and insight to deduce 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. Working with cut...