System Engineer, Technical Support Traditional Products

Location

Bangalore | India

Job description

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.

• Driving the following key objectives for cases that do not results in a customer found defect (CFD):
  • Support Effectiveness Scores (CSAT).
  • Agent Satisfaction Scores.
  • New case queue interactions.
  • Case backlog management.
  • Case follow-up communication.
  • 24 - hour case closure rates.
    
• This position will predominantly 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 features and technological 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 traditional systems product portfolio, this position will be working with our Layer 2 access networks and customer premise equipment.
• Have scheduling flexibility to cover required shifts based off business needs - For example, available to work on Sun through Thur or Tues though Sat shifts.

• 3+ years of technical support and/or escalation support experience, with background in networking and telecommunication.
• BS/MS EE, CS, or equivalent.
• Strong initiative, troubleshooting, and problem-solving skills are a must for success in this role.
• Strong cultural fit, valuing teamwork and shared success while constantly striving to better yourself for the collective impact to the team and our customers.
• Ability to deliver technical information (both orally and in writing) in a clear, concise manner, as well as communicate effectively to other internal stakeholders functionally in efforts to provide solutions for our customers.
• Thrive in a fast-paced environment while managing multiple customer issues/projects simultaneously, providing timely yet thorough responses.
• Strong technical account management, customer service and project management skills.
• This role requires an engineer who is relentlessly customer-centric, a strong problem-solver, and a strong collaborator.
• CCNA/CCNP/JNCIP or equivalent desired.
• Experience with Ethernet, TCP/IP, Layer 2 switching, VLANs, QoS/DSCP, VoIP (SIP/MGCP/H.248).
• Knowledge of MEF terminology and standards, PON technologies, PPPoE, DHCP, SNMP, IGMP, IPTV, LAG, RSTP, Linux.
• Knowledge of legacy technologies like POTS, T1/E1, xDSL is considered a plus.

Job tags

Salary