Citrix Hiring for Escalation Engineer
The Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution. Uses advanced technical troubleshooting skills acquired through multifaceted experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most sophisticated customer issues for assistance from the partner concern team or other vendors.
We provide technical assistance on Citrix products to customers via phone, email and/or remote access.
Performs advanced problem analysis and isolates problems on high complexity issues, with little or no instruction from team leads and/or management.
Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
Publishes articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles
Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases advanced from less senior engineers
You should take part in Hiring (Technical Panel) & Mentor new hire
BS or BA in Computer Science, Information Systems, Engineering, Mathematics, Physics, Statistics or related technical subject area experience preferred
Proven track record in C# backend development and debugging using Microsoft .NET
You should have strong understanding of secure Web application delivery
A strong proven understanding of the TCP/IP protocol stack.
You should have good understanding of application layer protocols.
Knowledge of Layer 4-7 load balancing and SSL acceleration technologies
Good to have the experience like Load Balancers (e.g. Citrix Netscaler, Foundry ServerIron, Alteon, F5 BigIp, Cisco CSS).
WAN Optimizers (e.g. Citrix CloudBridge, Riverbed Steelhead, Cisco WAAS)
Experience working with multi-tiered application design and development, as well as, experience with debugging techniques and tools required, including the ability to analyze and debug dump files, network and stack traces.
Citrix / CCNA Certification
Citrix Netscaler solid grasp
Virtualization / Cloud working knowledge (AWS / Azure / ESXi)
What you’re looking for:
Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.
Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process.
We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within.
We offer a competitive total rewards package* that includes:
18 weeks of paid parental leave
Health and wellness benefits
Employee assistance program
Time off and absence programs
Professional development and mentorship opportunities
Paid volunteer time and charitable matching of employee donations
Employee resource groups
Please note that benefits may vary based on location.
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