Job Description

The Calix platform enables Communication Service Providers (CSPs) of all sizes to transform and future-proof their businesses. Through real-time data, automation, and actionable insights delivered via Calix One — our cloud-first, AI-powered platform — CSPs can simplify operations, collapse cost, and accelerate innovation. Calix One brings together the automation of everything and the experience of one, empowering customers to deliver differentiated subscriber experiences while driving acquisition, loyalty, and revenue growth. This is the Calix mission: to enable CSPs of all sizes to simplify, innovate, and grow, strengthening both their businesses and the communities they serve.

We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences.

As a Senior Systems Engineer– Access Technology support, you will provide technicalassistanceand support to Calix customers and partners. You will troubleshoot, resolve, and document complex network problems in a fast-paced and collaborative environment. You will work withcutting-edgetechnologies and products that enable secure and seamless connectivity for millions of users across the globe.

Responsibilities and Duties:

• Provide technical support for Calix Access products, such as routers, switches, and element management systems.

• The role will requiresupportingall Calix Accessproducts, butwill have a focus on Cloud-based EMS applications. 

• Analyze, diagnose, and resolve network issues reported by customers and partners.

• Analyze outages - document per guidelines, communicate risks.

• Collaborate with other engineers, product managers, and calix vendors toidentifyroot causes and solutions.

• Escalate complex or unresolved cases to theappropriate teamsor experts.

• Meet SLAs and keep customers satisfied.

• Update Salesforce tickets continuously per Calixprocesses

• Document case history, best practices, and troubleshooting guides.

• Contribute to the continuous improvement of processes and tools.

• Cover shifts based on business needs - comfortable to work in shifts including weekends

• Cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks.

Qualifications:

• 4+ years of technical support and/or escalation support experience, with background in networking and telecommunication.

• Bachelor’s degree in computer science, Engineering, or related field, or equivalent work experience.

• ProvideLevel-23 support and troubleshooting to resolve issues.

• Focus/Interest on Cloud-based technology – client/server architecture with remotely connected devices.

• Experience withNetflow,IPFix, TR-069, REST APIs, XML, STUN, JSON,MongoDB ,PostgreSQL, ELK Stack, and Netconf/Yang

• Experience with scripting and configuration management tools (Python / Bash / PHP / Perl / CGI/ Ansible) preferred

• Knowledge of FCAPS solutions that are geographically diverse

• Knowledge of SDN controllers likeOpenDaylight, ONOS, or any other similar controller.

• Knowledge of containerization frameworks such as Docker, Kubernetes, or similar.

• In-depth understanding of Networking protocolsi.e.TCP/IP, DHCP, DNS, SNMP, IPFIX, IPV4/IPV6, CGNAT, Ethernet, Layer2 (RSTP/MSTP, VLANs, etc.), Layer3 (IP Routing, OSPF, BGP, etc.), MPLS (L2-VPN, L3-VPN) and networking management.

• Familiarity with SASE Architectures including Zero-Trust Network Access (ZTNA), Secure Web Gateway (SWG), and Security services (IDS/IPS, Firewalls etc.)

• Knowledge of SD-WAN Architectures is preferred

• Must have knowledgeonCisco, Juniper, or other network devices.

• CCNA/CCNP/JNCIP/RHCSA/CISSP/NSE or equivalent desired.

• Fluent in the English language (verbal and written).

• Strong troubleshooting and analytical skills.

• Excellent communication and customer service skills.

• Ability to work independently and as part of a team.

• Willingnessto learnnew technologiesand products.

Location:

• The role operates during Pacific Time business hours (8:00 a.m.–5:00 p.m. PT). Candidates in the Pacific Time zone are preferred, though candidates in other time zones who can reliably support these hours will be considered.

• Please note that as part of the recruitment and hiring process, there is an in-person meeting that will take place

#LI-Remote

The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.

San Francisco Bay Area

115,000 - 172,500 USD Annual

Select US Metros and States:

100,000 - 150,000 USD Annual

Other US Locations

90,000 - 135,000 USD Annual

As a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here