Senior Tier 3 Engineer (Calix Cloud)

Location: Remote within the United States; standard PST hours required regardless of residence.

Base pay: $72,900–$109,800 annually for other US locations, $81,000–$122,000 annually for select US metros and states, or $93,200–$140,300 annually for the San Francisco Bay Area. The role may also be eligible for a bonus.

Company

hirify.global provides hirify.global One, a cloud-first, AI-powered platform that helps communication service providers automate operations, reduce costs, and improve subscriber experiences.

What you will do

• Own escalated technical issues and provide direct customer support for hirify.global Cloud, EXOS, and Managed Services.
• Investigate product bugs and partner with Development to resolve customer-encountered defects.
• Drive critical customer-impacting issues to resolution using data, troubleshooting, and cross-functional collaboration.
• Mentor and upskill frontline support engineers.
• Create technical documentation for internal and external audiences.
• Represent customer needs across internal teams and executive leadership while supporting hirify.global Cloud and cloud-connected Wi-Fi products.

Requirements

• 5+ years of technical support or escalation support experience in networking or software applications.
• Strong troubleshooting, problem-solving, technical account management, customer service, and project management skills.
• Knowledge of NetFlow, IPFix, TR-069, REST, HTTP, STUN, JSON, and SQL.
• Knowledge of TCP/IP, Layer 2 switching, Layer 3 routing, VLANs, QoS/DSCP, 802.11, DHCP, NAT, DNS, firewalls, SNMP, IGMP, and IPTV.
• Experience with scripting, including Python, Bash, PHP, Perl, or CGI, and Linux.
• BS/MS in Electrical Engineering, Computer Science, or equivalent experience, with strong communication and executive presentation skills.

Culture & Benefits

• Customer-centric, collaborative, and team-oriented working environment.
• Quarterly training on new features and technology enhancements.
• Opportunities for continuous technical and professional growth.
• Benefits are available as part of the total compensation package.