Job description

This is a remote position that could be based anywhere in the United States or Canada.

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 feature 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 off business needs

Qualifications:
We are seeking an extremely self-motivated, autonomous individual with a proven track record in providing a high level of technical support.
3+ years of Customer Focused experience preferred, 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.
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, coachable with a passion to get better and grow personal and team impact.
BS/MS EE, CS, or equivalent study activity.
Focus/Interest on Cloud-based technology – client/server architecture with remotely connected devices.
Solid Understanding of TCP/IP, L2 switching, VLANs, QoS/DSCP, STUN, NAT, Netflow and ability to troubleshoot networking-related issues
Solid experience with Linux/Unix, DHCP, DNS, Firewalls

Experience with XML, SOAP, REST, API, HTTP, SNMP
Experience with Wireless Networking and various IEEE 802.11 standards
Experience working with MySQL database and SQL queries

Scripting skills with Python / Bash / PHP / Perl / CGI is a plus
Understanding of Multicast, IGMP & IPTV is a plus
Understanding of VoIP protocols such as SIP, H.248, MGCP is a plus
Familiarity with tcpdump and Wireshark tool is a plus

Location:
Remote – US or Canada

jackharris.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jackharris.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jackharris.com is the ideal place to find your next job.