Technical Support Associate installing, cabling, and troubleshooting Supermicro server, storage, and networking equipment in Quebec. Providing onsite customer support and coordinating data center deployments with engineering teams.
About the role
- Senior Systems Engineer providing advanced escalation support for Calix, a broadband cloud and Wi-Fi technology provider. Resolving customer issues and supporting new cloud-connected products.
Responsibilities
- Deliver advanced technical escalation support for customers using CalixOne and cloud-connected Wi-Fi premises solutions
- Resolve complex technical issues with urgency using data-driven insights
- Provide escalation support via telephone, web, or at customer sites based on product responsibilities
- Own and drive resolution of customer technical product issues
- Operate independently and collaborate with team members as needed
- Create technical documentation for internal and external knowledge sharing
- Provide the customer perspective across internal teams, including executive-level stakeholders
- Complete quarterly training deliverables on the latest features and technology enhancements
- Explain situations using data and insights, make informed decisions, and recommend improvements
- Manage multiple customer issues and projects simultaneously while meeting aggressive deadlines
- Support CalixOne cloud and cloud-connected Wi-Fi premises hardware and software
- Support Early Adopter customers for new products and services
Requirements
- Ability to work Pacific Time Zone hours or reside in the Pacific Time Zone
- 5+ years of technical support and/or escalation support experience
- Background in networking or Software as a Service (SaaS) applications
- Strong troubleshooting and problem-solving skills
- Ability to use data and insights to explain situations, make informed decisions, and recommend improvements
- Customer-centric problem solver and strong collaborator
- Strong teamwork, shared-success, and continuous-improvement orientation
- Exceptional concise oral and written communication skills
- Measured and mature presentation skills suitable for executive-level conversations
- Strong interpersonal, relationship-building, and relationship-maintenance skills
- Strong technical account management, customer service, and project management skills
- Self-starter with strong initiative and commitment to continuous technical and professional learning
- BS/MS in Electrical Engineering or Computer Science, or equivalent study activity
- Interest in cloud-based technology, client/server architecture, and remotely connected devices
- Strong understanding of NetFlow, IPFIX, TR-069, REST, HTTP, STUN, JSON, and SQL
- Understanding of TCP/IP, Layer 2 switching, Layer 3 routing, VLANs, QoS/DSCP, 802.11, DHCP, NAT, DNS, firewalls, SNMP, IGMP, and IPTV
- Experience with scripting using Python, Bash, PHP, Perl, or CGI
- Understanding of Linux
Benefits
- Potential eligibility for a bonus as part of total compensation
- Benefits package available; details provided through the Calix benefits link
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