System Engineer, Technical Support — Access Technology

2 months ago

bangalore, India Calix Full time
This position is based in Bangalore, India.
Calix is seeking a Support Engineer to join our team. This role will be responsible for providing support via the web, chat, telephone or at the customer site to address operational product inquiries and resolve technical issues. You will ensure that the technical solutions that are implemented are within the scope and capabilities of the product to deliver the intended customer experience.

As a Systems Engineer (TAC) – Access Technology support, you will provide technical assistance and 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 with cutting-edge technologies 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, wireless controllers, and access points.
  • 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 to identify root causes and solutions.
  • Escalate complex or unresolved cases to the appropriate teams or experts.
  •  Meet SLAs and keep customers satisfied.
  • Update Salesforce 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.
  • 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.
  • In-depth understanding of Networking protocols i.e. TCP/IP, DHCP, DNS, SNMP, IPFIX, IPV4/IPV6, CGNET, Ethernet, Layer2 (RSTP/MSTP, VLANs, etc.), Layer3 (IP Routing, OSPF, BGP, etc.), MPLS (L2-VPN, L3-VPN) and networking management (must have)
  • Knowledge of Linux, shell script and Python (good to have).
  • Knowledge on Cisco, Juniper, or other network devices (must have).
  • Strong knowledge of the product and its features, benefits, and use cases.
  • CCNA/CCNP/JNCIP/RHCSA or equivalent desired (Good to have).

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.
  • CCNA or CCNP certification, or equivalent knowledge of Cisco networking technologies.
  • Experience working in a Network NOC, R&D 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

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