Senior Tier 3 Engineer - Calix Cloud

About this role

The Calix platform enables Communication Service Providers (CSPs) of all sizes to transform and future-proof their businesses. Through real-time data, automation, and actionable insights delivered via Calix One - our cloud-first, AI-powered platform - CSPs can simplify operations, collapse cost, and accelerate innovation. Calix One brings together the automation of everything and the experience of one, empowering customers to deliver differentiated subscriber experiences while driving acquisition, loyalty, and revenue growth. This is the Calix mission: to enable CSPs of all sizes to simplify, innovate, and grow, strengthening both their businesses and the communities they serve.


We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences.

\*\* This role will be expected to work standard PST hours no matter where the person is located. \*\*

Responsibilities:

• Own escalated technical issues and provide direct support to customers on complex problems across Calix Cloud, EXOS, and Managed Services.
• Identify product bugs and partner with Development to resolve Customer Encountered Product Defects.
• Drive customer-impacting product issues to resolution with urgency, working independently and collaborating with teammates as needed.
• Collaborate with peers across technical teams and geographies to resolve critical customer issues.
• Mentor and upskill frontline Calix support engineers.
• Create technical documentation for internal and external audiences to support knowledge sharing.
• Represent the voice of the customer across internal teams, including executive leadership.
• Use data and insights to explain situations, make informed decisions, and recommend improvements.
• Complete quarterly training to stay current on new features and technology enhancements.
• Focus on Calix Cloud products,...