Senior Tier 3 Engineer - Calix Cloud

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Tier 3 Engineer – Calix Cloud based in the United States. As a Senior Tier 3 Engineer – Calix Cloud, you will serve as a senior technical expert responsible for resolving complex customer issues across cloud-based broadband platforms, networking solutions, and managed services. You will take ownership of escalated incidents, lead advanced troubleshooting efforts, and collaborate with engineering teams to identify product defects and deliver lasting solutions. Working at the intersection of cloud technology, networking, and customer support, you will help communication service providers improve operational efficiency and deliver reliable digital experiences. You will also mentor frontline support engineers, strengthen technical documentation, and advocate for customer needs across internal teams. By combining analytical thinking, deep technical expertise, and a customer-first mindset, you will contribute to product improvements and service excellence. This fully remote opportunity offers the chance to work with innovative, AI-powered cloud technologies while supporting the evolution of the broadband industry. The role requires working standard Pacific Standard Time (PST) business hours, regardless of your location within the United States.

Resolve complex technical escalations: Take ownership of Tier 3 support cases involving cloud platforms, networking technologies, connected Wi-Fi equipment, and managed services, ensuring timely and effective resolution. Lead advanced troubleshooting: Investigate complex software, connectivity, and network performance issues, identify root causes, and implement solutions that minimize customer disruption. Drive product defect resolution: Identify, document, and escalate customer-impacting product defects while collaborating with development and engineering teams to support investigation, remediation, and resolution. Manage critical customer incidents: Prioritize urgent technical issues, communicate progress clearly, and coordinate the resources needed to resolve incidents efficiently, working independently or with colleagues as appropriate. Collaborate across technical teams: Partner with support engineers and technical specialists across functions and geographic locations to resolve challenging customer problems and share expertise. Mentor frontline support engineers: Provide technical guidance, coaching, and knowledge transfer to junior support engineers, helping improve troubleshooting capabilities and overall team performance. Develop technical documentation: Create and maintain clear technical resources, troubleshooting guides, and knowledge base materials for both internal teams and external customers. Represent the customer perspective: Communicate customer concerns, recurring technical challenges, and product feedback to internal stakeholders, including executive leadership, to influence product improvements and service priorities. Use data to drive decisions: Analyze technical data and performance insights to explain issues, identify trends, support informed decisions, and recommend improvements to products and support processes. Maintain technical expertise: Complete quarterly training and stay current with product releases, platform enhancements, emerging technologies, and evolving support practices. Support cloud-connected solutions: Focus on cloud-based products and connected Wi-Fi premises equipment, ensuring reliable integration and performance across cloud and network environments. Contribute to continuous improvement: Identify opportunities to improve troubleshooting workflows, escalation procedures, knowledge sharing, and customer support quality. Requirements Professional experience: At least five years of experience in technical support, Tier 3 support, escalation management, or a related technical role, preferably involving networking or software applications. Education: Bachelor's or master's degree in Electrical Engineering, Computer Science, or a related discipline, or equivalent practical experience. Cloud technology knowledge: Strong interest in and understanding of cloud-based platforms, client-server architectures, and remotely connected devices. Networking fundamentals: Solid knowledge of TCP/IP, Layer 2 switching, Layer 3 routing, VLANs, Quality of Service (QoS), and Differentiated Services Code Point (DSCP). Network protocols and technologies: Familiarity with NetFlow, IPFIX, TR-069, REST APIs, HTTP, STUN, JSON, SQL, DHCP, NAT, DNS, firewalls, and SNMP. Wireless and multimedia networking: Understanding of 802.11 wireless technologies, IGMP, IPTV, and connected Wi-Fi devices. Operating systems and scripting: Familiarity with Linux and scripting languages such as Python, Bash, PHP, Perl, or CGI for troubleshooting, automation, and technical analysis. Advanced troubleshooting: Demonstrated ability to investigate complex technical problems, perform root-cause analysis, interpret technical data, and develop effective, lasting solutions. Customer support excellence: A proven track record of delivering high-quality technical support, managing escalations, and maintaining a strong customer-first approach under pressure. Technical account and project management: Strong capabilities in customer relationship management, technical account support, project coordination, and cross-functional problem resolution. Communication skills: Excellent written and verbal communication, with the ability to explain complex technical concepts clearly, concisely, and appropriately to both technical and nontechnical audiences. Executive-level presentation: Professional presentation and interpersonal skills, including the ability to communicate confidently with senior customer stakeholders and executive leadership. Collaboration and mentoring: Ability to build productive relationships, share technical knowledge, coach colleagues, and contribute to collective team success. Autonomy and initiative: Self-motivated and capable of managing complex issues independently while recognizing when cross-functional collaboration or escalation is necessary. Analytical mindset: Ability to use data, technical evidence, and customer insights to make informed decisions and recommend improvements. Adaptability and continuous learning: Curious, receptive to feedback, and committed to ongoing technical and professional development in a rapidly evolving technology environment. Location and schedule: Must be based in the United States and able to work standard PST business hours regardless of local time zone. Benefits Competitive base salary: Annual compensation varies by geographic location: San Francisco Bay Area: $93,200–$140,300 Select U.S. metropolitan areas and states: $81,000–$122,000 Other U.S. locations: $72,900–$109,800 Potential performance bonus: Eligibility for additional bonus compensation as part of the overall compensation package. Comprehensive benefits package: Access to employee benefits, with specific coverage and plan details provided during the recruitment process. Remote work arrangement: Fully remote position within the United States. Professional development: Quarterly training and ongoing opportunities to expand technical expertise and stay current with emerging technologies. Technical career growth: Opportunities to deepen expertise in cloud platforms, broadband networking, connected devices, and advanced technical support. Cross-functional collaboration: Work closely with engineering, development, and support teams to solve complex challenges and influence product improvements. Customer impact: Help communication service providers improve reliability, streamline operations, and deliver better digital experiences to their customers. Innovation-focused environment: Contribute to evolving cloud-first, AI-powered technologies within a rapidly changing broadband industry.