Senior Escalation Engineer

hace 7 meses

San Francisco, Costa Rica Cloud Software Group A tiempo completo

**Senior Escalation Engineer Virtualization**:
Do you enjoy tackling hard-to-solve technical problems? Are you interested in gaining exposure to exciting products? Are you looking for the opportunity for growth and learning? Would you like to work for one of the most innovative companies around?

If you answered yes to these questions, we may have the job for you.

We are seeking a Senior Escalation Engineer to join our Escalation Engineering team. This individual will provide a world-class customer service experience to customers and partners in problem identification and resolution on Citrix Virtual Apps & Desktops. Furthermore, individual will utilize troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries.
The pace is fast, and the job is challenging but the teamwork makes this opportunity one that is very rewarding.

We're looking for an outstanding Senior Escalation Engineer. You will provide an extraordinary customer service experience by problem identification and resolution on Citrix Virtual Apps and Desktops. Do you have 5 years of proven ability in Enterprise support team and have strong critical thinking and problem resolution skills? Then we'd love to speak with you

**Position Summary**:
Primary Responsibilities

Independently defuses sophisticated customer situations by using appropriate communication planning and follow-through that helps drive confident communication.

Independently resolve the most technically complex, critically important, or politically hot customer issues.

Be an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation and using productive multi-functional working relationships with senior-level players in their area of expertise.

Provides problem report prioritization for Engineering in at least one Citrix Software product.
Collaborate with other teams to write & review sophisticated technical articles and case studies for the knowledgebase using the customer reported cases, product specifications, and multifaceted experience.
Act as an authority in at least one of our Citrix Software products and demonstrates a solid grasp of at least one adjacent product. Develop and review advanced technical training for internal and external audiences across multiple products or components.

Participation in a 24x7 on-call rotation.
May be responsible for providing guidance, coaching and training to other employees within job area.

May manage projects at this level, requiring responsibility for the delegation of work and the review of others' work product.

**Basic Qualification**:
Bachelor of Science in Computer Science or 5+ years of demonstrated ability in a Tech Support environment including a minimum of 2-4+ years within an Escalation-level team collaborating with Engineering to resolve problems within Enterprise-level customer environments.

English professional proficiency with strong written and verbal communication skills, to be able to connect with senior management.

Active Directory, Group Policies, and Windows Server Architecture.
Virtualization: XenServer, VMware ESXi, Nutanix AHV, and/or Microsot HyperV
Debugging, troubleshooting, and diagnostic tools experience: WinDBG Dump analysis, WPR, Perfmon, Systernals, Event Logs and/or others.

**Preferred Qualifications**:

- AWS, Azure, GCP and/or other Cloud solution provider
- Desktop solutions and support.
- General knowledge of scripting (PowerShell, Shell, Python, or Perl Scripting languages) or introductory coding knowledge.
- Networking: Load balancing, Routing, switching, VLAN, Firewall, DMZ etc. Common protocols (such as TCP/IP, NAT, DHCP, DNS etc.)
- Storage basic: NFS, Block Storage, Object Storage, replication, backup, iSCSI, Fiber Channel, RAID, disk technologies or Solid grasp of Linux operation system (boot process, iptables, cron, udev, nfs, etc.) or Virtualized GPU Basics on-premises (XenServer, VMware ESX, Nutanix AHV, Microsoft HyperV) and/or Cloud (AWS, Azure or GCP): Nvidia vGPU, AMD MxGPU, Intel GVT, Dedicated GPUs (passthrough), virtual GPUs, hardware and software encoders and decoders, H.264/H.265, JPEG, RLE, YUV420, YUV444, FPS.

Do you enjoy tackling hard-to-solve technical problems? Are you interested in gaining exposure to exciting products? Are you looking for the opportunity for growth and learning? Would you like to work for one of the most innovative companies around?

If you answered yes to these questions, we may have the job for you.

We are seeking an Escalation Engineer to join our Escalation Engineering team. This individual will provide a world-class customer service experience to customers and partners in problem identification and resolution on Citrix Virtual Apps & Desktops. Furthermore, individual will utilize troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries.
The pace is fast, and the job is challenging but the teamwork makes

  • Senior Escalation Engineer Virtualization

    hace 2 días

    San Francisco, Costa Rica Cloud Software Group A tiempo completo

    **Senior Escalation Engineer Virtualization** Do you enjoy tackling hard-to-solve technical problems? Are you interested in gaining exposure to exciting products? Are you looking for the opportunity for growth and learning? Would you like to work for one of the most innovative companies around? If you answered yes to these questions, we may have the job for...

  • Senior Escalation Engineer Virtualization

    hace 2 días

    San José, Costa Rica Cloud Software Group A tiempo completo

    **Senior Escalation Engineer Virtualization** Do you enjoy tackling hard-to-solve technical problems? Are you interested in gaining exposure to exciting products? Are you looking for the opportunity for growth and learning? Would you like to work for one of the most innovative companies around? If you answered yes to these questions, we may have the job for...

  • Senior Escalation Engineer Mobility

    hace 7 meses

    San Francisco, Costa Rica Cloud Software Group A tiempo completo

    We're looking for an outstanding Senior Escalation Engineer. You will provide an extraordinary customer service experience by problem identification and resolution on Endpoint Management. Do you have 5 years of proven ability in Enterprise support team and have strong critical thinking and problem resolution skills? Then we'd love to speak with...

  • Senior Escalation Engineer Mobility

    hace 7 meses

    San José, Costa Rica Cloud Software Group A tiempo completo

    We're looking for an outstanding Senior Escalation Engineer. You will provide an extraordinary customer service experience by problem identification and resolution on Endpoint Management. Do you have 5 years of proven ability in Enterprise support team and have strong critical thinking and problem resolution skills? Then we'd love to speak with...

  • Sr Escalation Engineer

    hace 7 meses

    San Francisco, Costa Rica Cloud Software Group A tiempo completo

    About Cloud Software Group Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the worlds largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work...

  • Senior DevOps Engineer

    hace 2 meses

    San Francisco, Heredia, Costa Rica Cloud Software Group A tiempo completo

    Job Description for Sr Escalation EngineerAbout Cloud Software GroupCloud Software Group is a leading provider of cloud software solutions, serving over 100 million users worldwide. As a Sr Escalation Engineer, you will be part of a team that values diverse perspectives, encourages innovation, and fosters growth.Job Summary:We are seeking an exceptional Sr...

  • Escalation Engineer

    hace 23 horas

    San Francisco, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and...

  • Escalation Engineer

    hace 1 semana

    San Francisco, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and...

  • Sr Escalation Engineer

    hace 7 meses

    San José, Costa Rica Cloud Software Group A tiempo completo

    About Cloud Software Group Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the worlds largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work...

  • Escalation Engineer

    hace 1 semana

    San José, Costa Rica Cloud Software Group A tiempo completo

    **About Cloud Software Group** Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world’s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to...

  • Escalation Technical Support Engineer

    hace 1 semana

    San Francisco, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and...

  • Escalation Technical Support Engineer

    hace 2 días

    San Francisco, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and...

  • Escalation Engineer

    hace 7 meses

    San José, Costa Rica Netskope A tiempo completo

    **About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the...

  • Escalation Manager

    hace 7 meses

    San José, Costa Rica Splunk A tiempo completo

    A little about us. Splunk is the key to enterprise resilience for the 11,000+ organizations that use our Unified Security and Observability Platform. We regularly appear on a lot of “Best Places to Work” lists and we think it’s because we encourage our Splunkers to bring their whole, authentic selves. So bring your work experience, problem-solving...

  • Associate Escalation Technical Support Engineer

    hace 5 días

    San Francisco, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and...

  • Support Escalation Engineer

    hace 7 meses

    San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Technical Support Escalation Specialist

    hace 2 meses

    San José, San José, Costa Rica Microsoft A tiempo completo

    Technical Support Escalation Engineer Role OverviewWe are seeking a highly skilled Technical Support Escalation Engineer to join our team at Microsoft. As a key member of our Customer Service & Support organization, you will be responsible for owning, troubleshooting, and solving complex customer technical issues related to the Microsoft Graph API.This is an...

  • Cloud Software Group Sr Escalation Engineer Position

    hace 2 meses

    San José, San José, Costa Rica Cloud Software Group A tiempo completo

    About Cloud Software GroupWe provide cloud solutions for over 100 million users worldwide, making a difference in the lives of real people.Our team values diverse perspectives and encourages learning, dreaming, and building the future of work.We are on the brink of a significant evolution and growth, and we need your expertise to drive it forward.Job...

  • Technical Support Escalation Engineer

    hace 7 meses

    San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Support Escalation Engineer

    hace 7 días

    San José, Costa Rica Microsoft A tiempo completo

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...