Senior Tier 3 Engineer
Job Summary
Working remotely on a full-time basis, the Senior Tier 3 Engineer will manage escalated technical issues, provide direct support for complex problems across Calix Cloud, and mentor frontline support engineers while collaborating with technical teams to drive customer-impacting product issues to resolution.
Key responsibilities
- Own escalated technical issues and provide direct support to customers on complex problems
- Identify product bugs and collaborate with Development to resolve customer-encountered product defects
- Create technical documentation and represent the voice of the customer across internal teams
Required qualifications
- 5+ years of technical support and/or escalation support experience, preferably in networking or software applications
- BS/MS in Electrical Engineering, Computer Science, or equivalent experience
- Strong understanding of cloud-based technology, client/server architectures, and related networking protocols
- Ability to use data and insights for informed decision-making and recommending improvements
- Exceptional interpersonal skills with a customer-centric and collaborative mindset
Complete Job Description
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