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Systems Engineer

3 months ago

Bengaluru, Karnataka, India Calix Full time
This position is based in Bangalore, India.
The Revenue Edge is leading that change, 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 customer centric professionals who enjoy problem solving and working with people, who will focus on our Revenue Edge portfolio.

As a Systems Engineer (TAC) – Revenue Edge Technology support, you will provide technical assistance and support to Calix customers and partners. You will troubleshoot, resolve, and document complex network/cloud related problems in a fast-paced and collaborative environment. You will work with cutting-edge technologies and products that enable secure and seamless connectivity for millions of users across the globe.

Responsibilities & Duties:

  • Provide technical support for Calix products, such as Residential gateways, Mesh Satellites, Calix Cloud products.
  • Analyse, diagnose, and resolve network and applications issues reported by customers and partners.
  • Analyse outages - document per guidelines, communicate risks.
  • Collaborate with other engineers, product managers, and calix vendors to identify root causes and solutions.
  • Escalate complex or unresolved cases to the appropriate teams or experts.
  • Meet SLAs and keep customers satisfied.
  • Update Support tickets continuously per Calix processes.
  • Document case histories, best practices, and troubleshooting guides.
  • Contribute to the continuous improvement of the TAC processes and tools.
  • Cover shifts based on business needs - comfortable with 24x7 work.
  • Root cause analysis obligations, Provide pragmatic and effective recovery.
  • Manage and communicate the related risks.

Technical Skills

  • 4+ years of technical support and/or escalation support experience, with background in networking and telecommunication.
  • Provide Level-2/3 support and troubleshooting to resolve issues.
  • Basic understanding of Networking protocols i.e. TCP/IP, DHCP, PPPoE, DNS, SNMP, IPV4/IPV6, CGNAT, Ethernet, Layer2 (RSTP/MSTP, VLANs, etc.).
  • Traffic flow monitoring basic concepts (NetFlow, SFLOW, IPFIX etc).
  • Wireless (wireless networking, Wi-Fi standards xx), RSSI, SNR, PHY rate etc).
  • Voice protocol - SIP basic understanding.
  • Basic knowledge of Linux.
  • Sound understanding of layer 2 protocol, 802.1Q protocol, Wireshark.

Added skills (Good to have)

  • Added advantages of any Wireless networking certification (eg: Aruba etc.)
  • Added advantages of CCNA certification (R&S or service provider) or any equivalent.
  • Added advantages of hands-on experience in python or any scripting and familiarity with monitoring tools like Kibana, Grafana.

Professional skills

  • Fluent in the English language (Verbal and written). This is mandatory.
  • Should be able to articulate technical issues / solutions to internal / external customers.
  • Self-motivated (Do not require constant 'oversight/assistance' to get jobs done, etc.).
  • Adaptability (Adapt to change quickly; Ability to learn new technology, products, processes, etc. quickly).
  • Accountable and open to constructive feedback.
  • Exceptional customer service skills. Placing customer needs first is an absolute requirement.
  • Ability to objectively think and solve problems under pressure (Very important).

Qualifications

  • Bachelor's degree in computer science, Engineering, or related field, or equivalent work experience.
  • Experience working in a Network NOC, R&D , SaaS/PaaS, and/or customer facing environment.
  • Strong troubleshooting and analytical skills.
  • Excellent communication and customer service skills.
  • Ability to work independently and as part of a team.
  • Willingness to learn new technologies and products

Work Location – Onsite Bangalore