Resident Support Engineer - Ashburn, Virginia

📋 Description

• • Serve as the primary on-site technical liaison for Calix Customer Success Support, acting as the trusted technical advisor for a strategic customer account in Ashburn, Virginia.
• • Proactively manage and orchestrate the seamless rollout of new Calix products and solutions, ensuring alignment with customer business objectives and timelines.
• • Take ownership of sensitive account issues, driving them to swift and satisfactory resolution through effective cross-functional collaboration.
• • Cultivate and maintain strong relationships with stakeholders at all levels within the strategic account, deeply understanding their business goals and technical needs.
• • Ensure clear, consistent, and timely communication flows between the customer and various Calix extended support and engineering teams.
• • Meticulously maintain internal and external action item registers for both major strategic initiatives and ongoing operational issues, ensuring accountability and progress tracking.
• • Actively drive and coordinate internal Calix cross-functional teams, including engineering, product management, and customer success, to address customer-reported issues with urgency and efficiency.
• • Collaborate closely with the customer to ensure Calix products are optimally prepared for deployment projects and to align project planning with new feature release cycles.
• • Provide direct support to the customer on the successful deployment and integration of Calix products within their network infrastructure.
• • Adopt a highly proactive stance to identify, anticipate, and mitigate potential technical problems before they impact customer operations, establishing robust communication channels and contingency plans to support business continuity.
• • Function as a Subject Matter Expert (SME) for Calix technologies, providing in-depth troubleshooting and support to resolve complex technical challenges.
• • Skillfully diagnose non-operational behavior in Calix systems and drive the resolution of software-related issues by collaborating effectively with the Calix development teams.
• • Engage with a diverse group of stakeholders, including customer representatives, internal Calix teams, and third-party vendors (both technical and non-technical), leading productive discussions, technical whiteboard sessions, and developing/delivering executive-level presentations.
• • Actively participate in and contribute to design and integration planning sessions, ensuring that solutions are architected for optimal performance and scalability.
• • Facilitate clear and concise communication regarding technical support cases, bug fixes, and release notes, ensuring technical planning aligns with customer needs and Calix product roadmaps.
• • Lead and manage Calix internal teams through the Root Cause Analysis (RCA) process for critical incidents, effectively communicating findings and driving closure with customer stakeholders.
• • Provide critical technical input to the Technical Account Manager for quarterly business reviews, detailing the status of technical support cases, identifying trends, evaluating the performance of Calix Technical Support, conducting best practice reviews, and proposing opportunities for innovation and continuous improvement.
• • Develop a deep understanding of the customer's network architecture and operational environment to provide tailored support and strategic recommendations.
• • Contribute to the development of customer-facing technical documentation and knowledge base articles to enhance self-service capabilities and improve overall support efficiency.
• • Stay abreast of the latest advancements in broadband technology and Calix product offerings to provide cutting-edge solutions and insights to the customer.
• • Champion the customer's perspective within Calix, ensuring their needs and feedback are integrated into product development and service improvement initiatives.
• • Manage multiple complex technical issues concurrently, prioritizing effectively to meet customer expectations and service level agreements (SLAs).
• • Prepare and deliver technical training sessions to customer personnel as needed, empowering them to effectively utilize Calix solutions.
• • Analyze network performance data and provide recommendations for optimization and enhancement.
• • Ensure adherence to all Calix support policies and procedures while maintaining a flexible and customer-centric approach.
• • Act as a key resource for pre-sales technical discussions, assisting the sales team in articulating the value proposition of Calix solutions to potential new customers within the strategic account's ecosystem.
• • Contribute to the continuous improvement of Calix support processes and methodologies based on real-world customer interactions and feedback.
• • Build and maintain a comprehensive understanding of the competitive landscape and industry trends impacting the customer's business.
• • Proactively identify opportunities for upselling and cross-selling Calix solutions that align with the customer's evolving business needs and strategic objectives.
• • Ensure a high level of customer satisfaction by consistently exceeding expectations in technical support and problem resolution.
• • Collaborate with the customer to define and track key performance indicators (KPIs) related to network performance and service delivery.
• • Provide technical leadership and guidance to junior support engineers or technical staff within the customer organization as required.
• • Document all customer interactions, technical issues, and resolutions in the designated CRM or support ticketing system.
• • Participate in on-call rotation as needed to provide 24/7 support for critical customer issues.
• • Travel to customer locations up to 15% annually to foster stronger relationships and provide on-site support.
• • Prepare for and participate in an in-person meeting as part of the recruitment and hiring process.