📍 Job Overview

Job Title: Senior Escalation Engineer I
Company: Calix
Location: Remote - USA, Remote - Canada
Job Type: Full-Time
Category: DevOps Engineer
Date Posted: 2025-07-01
Experience Level: 5-10 years
Remote Status: Hybrid (Remote - USA, Remote - Canada)

🚀 Role Summary

Key Responsibilities: Provide technical support for Calix Access products, troubleshoot and resolve complex network issues, collaborate with engineers and product managers to ensure customer satisfaction, and meet service level agreements.
Key Technologies: Cloud-based technology, Netflow, IPFix, TR-069, REST APIs, XML, STUN, JSON, MongoDB, PostgreSQL, ELK Stack, Netconf/Yang, SDN controllers, containerization frameworks, networking protocols, SASE architectures, SD-WAN architectures, Cisco, Juniper, and other network devices.

📝 Enhancement Note: This role requires a strong background in networking and telecommunications, with a focus on cloud-based technologies and remote connectivity. The ideal candidate will have experience with various networking protocols and management tools, as well as scripting and configuration management skills.

💻 Primary Responsibilities

Technical Support: Provide technical assistance and support for Calix Access products, focusing on troubleshooting and resolving complex network issues.
Collaboration: Work with engineers, product managers, and vendors to identify root causes and solutions for network problems.
Documentation: Document case history, best practices, and troubleshooting guides to improve processes and tools.
Customer Satisfaction: Meet service level agreements (SLAs) and keep customers satisfied by providing excellent customer service.
Shift Coverage: Cover shifts based on business needs, including weekends and holidays.

📝 Enhancement Note: This role requires strong troubleshooting and analytical skills, as well as excellent communication and customer service skills. The ability to work independently and as part of a team is essential for success in this position.

🎓 Skills & Qualifications

Education: A bachelor's degree in computer science, engineering, or a related field, or equivalent work experience.

Experience: 4+ years of technical support and/or escalation support experience in networking and telecommunications.

Required Skills:

Technical support and troubleshooting experience in networking and telecommunications.
Background in cloud-based technology, client/server architecture, and remotely connected devices.
Experience with Netflow, IPFix, TR-069, REST APIs, XML, STUN, JSON, MongoDB, PostgreSQL, ELK Stack, and Netconf/Yang.
Knowledge of networking protocols, including TCP/IP, DHCP, DNS, SNMP, IPFIX, IPV4/IPV6, CGNAT, Ethernet, Layer2, Layer3, MPLS, and networking management.
Familiarity with SASE architectures, including Zero-Trust Network Access (ZTNA), Secure Web Gateway (SWG), and security services (IDS/IPS, Firewalls, etc.).
Knowledge of SD-WAN architectures is preferred.
Experience with scripting and configuration management tools, such as Python, Bash, PHP, Perl, CGI, Ansible, or similar.
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.

Preferred Skills:

CCNA/CCNP/JNCIP/RHCSA/CISSP/NSE or equivalent certifications.
Experience with SDN controllers, such as OpenDaylight, ONOS, or similar.
Knowledge of containerization frameworks, such as Docker, Kubernetes, or similar.

📝 Enhancement Note: This role requires a strong background in technical support and troubleshooting, with a focus on cloud-based technologies and remote connectivity. The ideal candidate will have experience with various networking protocols and management tools, as well as scripting and configuration management skills.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience with cloud-based technology, client/server architecture, and remotely connected devices.
Showcase troubleshooting and problem-solving skills with real-world examples.
Highlight experience with various networking protocols and management tools.
Include examples of scripting and configuration management projects.

Technical Documentation:

Provide documentation of case history, best practices, and troubleshooting guides.
Include examples of process improvement and tool development projects.
Demonstrate understanding of service level agreements (SLAs) and customer satisfaction metrics.

📝 Enhancement Note: This role requires a strong portfolio demonstrating experience with cloud-based technologies, remote connectivity, and troubleshooting skills. The ideal candidate will provide real-world examples of problem-solving and process improvement projects.

💵 Compensation & Benefits

Salary Range:

San Francisco Bay Area Only: 117,300.00 - 176,000.00 USD Annual
National Major Cities plus, CA, CO, NY Metro area: 102,000.00 - 153,000.00 USD Annual
Regional plus NY: 91,800.00 - 137,700.00 USD Annual

Benefits:

Comprehensive benefits package, including health, dental, and vision insurance.
401(k) retirement plan with company match.
Employee stock purchase plan.
Generous time off, including vacation, sick leave, and holidays.
Employee assistance program.
Tuition reimbursement and professional development opportunities.
Wellness programs and resources.

Working Hours: 40 hours per week, with shift coverage based on business needs, including weekends and holidays.

📝 Enhancement Note: The salary range for this position varies based on the candidate's location within the United States. Individual pay is determined by the candidate's location of residence and multiple factors, including job-related skills, experience, and education.

🎯 Team & Company Context

Company Culture:

Industry: Calix is a leading provider of cloud and software platforms designed to transform the business economics for communications service providers (CSPs). The company's platforms enable CSPs to grow and transform their businesses by expanding access networks beyond the network edge, into the cloud, and increasingly into the home.
Company Size: Calix has approximately 1,500 employees worldwide, with a significant presence in the United States.
Founded: 1999

Team Structure:

The Senior Escalation Engineer I role is part of the Access Technology support team, which provides technical assistance and support to Calix customers and partners.
The team is responsible for troubleshooting, resolving, and documenting complex network problems in a fast-paced and collaborative environment.
The team works closely with other engineers, product managers, and vendors to identify root causes and solutions for network issues.

Development Methodology:

Calix uses Agile methodologies for software development, with a focus on continuous integration and deployment.
The team follows a structured process for troubleshooting and resolving network issues, with a focus on customer satisfaction and meeting service level agreements.
The team uses various tools and platforms to manage and track network issues, including Salesforce and other proprietary tools.

Company Website: www.calix.com

📝 Enhancement Note: Calix is a leading provider of cloud and software platforms for communications service providers (CSPs). The company's platforms enable CSPs to grow and transform their businesses by expanding access networks beyond the network edge, into the cloud, and increasingly into the home. The Senior Escalation Engineer I role is part of the Access Technology support team, which provides technical assistance and support to Calix customers and partners.

📈 Career & Growth Analysis

Web Technology Career Level: The Senior Escalation Engineer I role is an intermediate-level position within the web technology career path. The ideal candidate will have 4+ years of technical support and/or escalation support experience in networking and telecommunications, with a focus on cloud-based technologies and remote connectivity.

Reporting Structure: The Senior Escalation Engineer I reports directly to the Manager, Access Technology Support. The role works closely with other engineers, product managers, and vendors to identify root causes and solutions for network issues.

Technical Impact: The Senior Escalation Engineer I has a significant impact on Calix's customers and partners by providing technical assistance and support for Calix Access products. The role is responsible for troubleshooting and resolving complex network issues, ensuring customer satisfaction, and meeting service level agreements.

Growth Opportunities:

Technical Growth: The Senior Escalation Engineer I role provides opportunities for technical growth and development, with a focus on cloud-based technologies and remote connectivity. The ideal candidate will have a strong background in networking and telecommunications, with a willingness to learn new technologies and products.
Leadership Growth: As the Senior Escalation Engineer I gains experience and demonstrates strong performance, there may be opportunities for growth into leadership roles within the Access Technology support team or other areas of the organization.
Product Growth: The Senior Escalation Engineer I role provides exposure to Calix's products and platforms, with opportunities to contribute to product development and improvement.

📝 Enhancement Note: The Senior Escalation Engineer I role is an intermediate-level position within the web technology career path, with opportunities for technical and leadership growth. The ideal candidate will have a strong background in networking and telecommunications, with a willingness to learn new technologies and products.

🌐 Work Environment

Office Type: Calix has a hybrid work environment, with employees working remotely and on-site as needed. The Senior Escalation Engineer I role is primarily remote, with the option to work on-site at Calix offices in Petaluma, California, or other locations as needed.

Office Location(s): Calix has offices in Petaluma, California, and other locations worldwide. The Senior Escalation Engineer I role is primarily remote, with the option to work on-site at Calix offices as needed.

Workspace Context:

Remote Workspace: The Senior Escalation Engineer I role requires a dedicated workspace with a reliable internet connection, a computer with appropriate software, and access to necessary tools and platforms.
On-Site Workspace: Calix offices provide collaborative workspaces with access to necessary tools and platforms, as well as amenities such as cafeterias, fitness centers, and other employee resources.
Collaboration: The Senior Escalation Engineer I role requires strong communication and collaboration skills, with a focus on working with other engineers, product managers, and vendors to identify root causes and solutions for network issues.

Work Schedule: The Senior Escalation Engineer I role requires a flexible work schedule, with the ability to work shifts based on business needs, including weekends and holidays. The role requires a strong commitment to customer satisfaction and meeting service level agreements.

📝 Enhancement Note: The Senior Escalation Engineer I role is primarily remote, with the option to work on-site at Calix offices as needed. The role requires a dedicated workspace with a reliable internet connection, a computer with appropriate software, and access to necessary tools and platforms. The role requires strong communication and collaboration skills, with a focus on working with other engineers, product managers, and vendors to identify root causes and solutions for network issues.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss the role, qualifications, and expectations. This may include basic technical questions to assess communication and problem-solving skills.
Technical Assessment: A hands-on technical assessment to evaluate troubleshooting, problem-solving, and analytical skills. This may include real-world network issues, case studies, or coding challenges.
Behavioral Interview: A structured interview to assess cultural fit, communication skills, and problem-solving abilities. This may include behavioral and situational questions to evaluate the candidate's approach to customer service, collaboration, and teamwork.
Final Interview: A final interview with the hiring manager or other stakeholders to discuss the role, expectations, and next steps. This may include additional technical or behavioral questions to assess the candidate's fit for the role and the team.

Portfolio Review Tips:

Technical Depth: Demonstrate a strong understanding of cloud-based technologies, remote connectivity, and troubleshooting skills with real-world examples.
Problem-Solving: Showcase problem-solving skills with real-world examples of network issues and the steps taken to resolve them.
Customer Focus: Highlight experience with customer service and support, with a focus on meeting service level agreements and ensuring customer satisfaction.
Collaboration: Demonstrate strong communication and collaboration skills, with a focus on working with other engineers, product managers, and vendors to identify root causes and solutions for network issues.

Technical Challenge Preparation:

Technical Depth: Brush up on cloud-based technologies, remote connectivity, and troubleshooting skills with relevant online resources, tutorials, and documentation.
Problem-Solving: Practice problem-solving skills with real-world network issues and case studies to develop a strong understanding of network protocols, management tools, and troubleshooting techniques.
Customer Focus: Familiarize yourself with Calix's products and platforms, as well as the company's approach to customer service and support.
Collaboration: Prepare for behavioral and situational questions to demonstrate strong communication and collaboration skills, with a focus on working with other engineers, product managers, and vendors to identify root causes and solutions for network issues.

ATS Keywords:

Programming Languages: Python, Bash, PHP, Perl, CGI, Ansible
Web Frameworks: N/A
Server Technologies: Netconf/Yang, SDN controllers (OpenDaylight, ONOS), containerization frameworks (Docker, Kubernetes)
Databases: MongoDB, PostgreSQL, ELK Stack
Tools: Salesforce, Netflow, IPFix, TR-069, REST APIs, XML, STUN, JSON, Netconf/Yang, SDN controllers, containerization frameworks, networking protocols, SASE architectures, SD-WAN architectures, Cisco, Juniper, and other network devices.
Methodologies: Agile, customer service, troubleshooting, problem-solving, collaboration
Soft Skills: Communication, customer service, teamwork, analytical, willingness to learn
Industry Terms: Cloud-based technology, client/server architecture, remotely connected devices, networking protocols, SASE architectures, SD-WAN architectures, technical support, escalation support, customer satisfaction, service level agreements

📝 Enhancement Note: The Senior Escalation Engineer I role requires strong technical skills in cloud-based technologies, remote connectivity, and troubleshooting. The ideal candidate will have experience with various networking protocols and management tools, as well as scripting and configuration management skills. The role requires strong communication and collaboration skills, with a focus on working with other engineers, product managers, and vendors to identify root causes and solutions for network issues.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: N/A

Backend & Server Technologies:

Cloud-Based Technology: Client/server architecture with remotely connected devices, cloud-based EMS applications, and other cloud-based technologies.
Netflow, IPFix, TR-069, REST APIs, XML, STUN, JSON: Experience with various protocols and management tools for network monitoring, configuration, and automation.
MongoDB, PostgreSQL, ELK Stack, Netconf/Yang: Experience with databases, logging, and monitoring tools for network management and analysis.
SDN Controllers (OpenDaylight, ONOS): Experience with software-defined networking (SDN) controllers for network management and automation.
Containerization Frameworks (Docker, Kubernetes): Experience with containerization frameworks for application deployment and management.

Development & DevOps Tools:

Version Control: Git or other version control systems for collaborative development and code management.
CI/CD Pipelines: Experience with continuous integration and continuous deployment (CI/CD) pipelines for automated testing, deployment, and monitoring.
Monitoring Tools: Experience with monitoring tools for network performance tracking and server monitoring, such as Nagios, Zabbix, or other similar tools.

📝 Enhancement Note: The Senior Escalation Engineer I role requires experience with various networking protocols and management tools, as well as scripting and configuration management skills. The ideal candidate will have experience with cloud-based technologies, remote connectivity, and troubleshooting skills.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Calix places a strong emphasis on customer satisfaction and meeting service level agreements. The ideal candidate will have a strong background in customer service and support, with a focus on troubleshooting and problem-solving skills.
Technical Excellence: Calix values technical excellence and continuous learning. The ideal candidate will have a strong background in networking and telecommunications, with a willingness to learn new technologies and products.
Collaboration: Calix values collaboration and teamwork. The ideal candidate will have strong communication and collaboration skills, with a focus on working with other engineers, product managers, and vendors to identify root causes and solutions for network issues.
Innovation: Calix values innovation and continuous improvement. The ideal candidate will have a strong background in problem-solving and analytical skills, with a focus on identifying and implementing process improvements.

Collaboration Style:

Cross-Functional Integration: The Senior Escalation Engineer I role requires strong communication and collaboration skills, with a focus on working with other engineers, product managers, and vendors to identify root causes and solutions for network issues.
Code Review Culture: Calix values code review and peer programming practices to ensure code quality and knowledge sharing.
Knowledge Sharing: Calix values knowledge sharing and continuous learning. The ideal candidate will have strong problem-solving and analytical skills, with a focus on identifying and implementing process improvements.

📝 Enhancement Note: Calix values customer focus, technical excellence, collaboration, and innovation. The ideal candidate will have a strong background in networking and telecommunications, with a willingness to learn new technologies and products. The role requires strong communication and collaboration skills, with a focus on working with other engineers, product managers, and vendors to identify root causes and solutions for network issues.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Cloud-Based Technology: The Senior Escalation Engineer I role requires a strong background in cloud-based technologies and remote connectivity. The ideal candidate will have experience with various networking protocols and management tools, as well as scripting and configuration management skills.
Networking Protocols: The role requires a strong understanding of various networking protocols, including TCP/IP, DHCP, DNS, SNMP, IPFIX, IPV4/IPV6, CGNAT, Ethernet, Layer2, Layer3, MPLS, and other related protocols.
SASE Architectures: The role requires familiarity with SASE architectures, including Zero-Trust Network Access (ZTNA), Secure Web Gateway (SWG), and security services (IDS/IPS, Firewalls, etc.).
SD-WAN Architectures: The role requires knowledge of SD-WAN architectures, with a focus on cloud-based technology and remote connectivity.

Learning & Development Opportunities:

Technical Growth: The Senior Escalation Engineer I role provides opportunities for technical growth and development, with a focus on cloud-based technologies and remote connectivity. The ideal candidate will have a strong background in networking and telecommunications, with a willingness to learn new technologies and products.
Leadership Growth: As the Senior Escalation Engineer I gains experience and demonstrates strong performance, there may be opportunities for growth into leadership roles within the Access Technology support team or other areas of the organization.
Product Growth: The Senior Escalation Engineer I role provides exposure to Calix's products and platforms, with opportunities to contribute to product development and improvement.

📝 Enhancement Note: The Senior Escalation Engineer I role provides opportunities for technical growth and development, with a focus on cloud-based technologies and remote connectivity. The ideal candidate will have a strong background in networking and telecommunications, with a willingness to learn new technologies and products. The role requires a strong understanding of various networking protocols, SASE architectures, and SD-WAN architectures.

💡 Interview Preparation

Technical Questions:

Cloud-Based Technology: Prepare for technical questions related to cloud-based technologies, client/server architecture, and remotely connected devices. Brush up on relevant protocols, management tools, and scripting skills.
Networking Protocols: Prepare for technical questions related to various networking protocols, including TCP/IP, DHCP, DNS, SNMP, IPFIX, IPV4/IPV6, CGNAT, Ethernet, Layer2, Layer3, MPLS, and other related protocols.
SASE Architectures: Prepare for technical questions related to SASE architectures, including Zero-Trust Network Access (ZTNA), Secure Web Gateway (SWG), and security services (IDS/IPS, Firewalls, etc.).
SD-WAN Architectures: Prepare for technical questions related to SD-WAN architectures, with a focus on cloud-based technology and remote connectivity.

Company & Culture Questions:

Customer Focus: Prepare for behavioral and situational questions related to customer service and support, with a focus on troubleshooting and problem-solving skills.
Technical Excellence: Prepare for behavioral and situational questions related to technical excellence and continuous learning, with a focus on networking and telecommunications.
Collaboration: Prepare for behavioral and situational questions related to collaboration and teamwork, with a focus on working with other engineers, product managers, and vendors to identify root causes and solutions for network issues.

Portfolio Presentation Strategy:

Technical Depth: Demonstrate a strong understanding of cloud-based technologies, remote connectivity, and troubleshooting skills with real-world examples.
Problem-Solving: Showcase problem-solving skills with real-world examples of network issues and the steps taken to resolve them.
Customer Focus: Highlight experience with customer service and support, with a focus on meeting service level agreements and ensuring customer satisfaction.
Collaboration: Demonstrate strong communication and collaboration skills, with a focus on working with other engineers, product managers, and vendors to identify root causes and solutions for network issues.

📝 Enhancement Note: The Senior Escalation Engineer I role requires strong technical skills in cloud-based technologies, remote connectivity, and troubleshooting. The ideal candidate will have experience with various networking protocols and management tools, as well as scripting and configuration management skills. The role requires strong communication and collaboration skills, with a focus on working with other engineers, product managers, and vendors to identify root causes and solutions for network issues.

📌 Application Steps

To apply for this Senior Escalation Engineer I position at Calix:

Customize Your Portfolio: Tailor your portfolio to highlight your experience with cloud-based technologies, remote connectivity, and troubleshooting skills. Include real-world examples of network issues and the steps taken to resolve them.
Optimize Your Resume: Highlight your experience with various networking protocols, SASE architectures, and SD-WAN architectures. Include relevant keywords and phrases to optimize your resume for web technology roles.
Prepare for Technical Challenges: Brush up on your technical skills and prepare for coding challenges and portfolio presentation. Practice problem-solving skills with real-world network issues and case studies.
Research Calix: Familiarize yourself with Calix's products, platforms, and approach to customer service and support. Prepare for behavioral and situational questions related to customer service, technical excellence, and collaboration.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Senior Escalation Engineer I