Technical Support Engineer

hace 3 semanas

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 grow together

**What we're looking for**:
We're looking for an outstanding Technical Support Engineer You love solving problems, enjoy learning new technologies and working in a collaborative team environment. You have 2 years supporting end users in Networking. You have developed a practical understanding of the OSI Model and common networking protocols.

If you also have 2+ years of supporting enterprise customers in the server administration, general networking knowledge of common protocols (such as TCP/IP), we’d love to speak with you

**Position overview**:
As a Networking Technical Support Engineer you will provide a world-class customer service experience to customers and partners in problem identification and resolution on Citrix ADC. You'll also utilize your troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is results-oriented but the collaboration makes this opportunity one that is very exciting.

**Primary responsibilities**:
Performs sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.

Achieves and adheres to established Service Level Agreements and Key Performance Indicators.

Validates and qualifies complex customer issues and business impact which may require collaboration with more senior level team members or other vendors.

Contributes to the Citrix knowledgebase in the form of new or updated technical articles/documents focused on issue resolution or prevention.

Documents cases, recommendations, and resolutions clearly in the CRM system.

Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments.

Some weekend work may be required.

**Basic qualifications**:

- Practical knowledge of job area acquired through advanced education combined with experience.
- University Degree or equivalent experience and minimum 2 years of relevant experience; or an advanced degree without experience.
- Solid grasp of the OSI Model.
- English professional proficiency with excellent verbal and written communication skills.

**Preferred qualifications**:
Industry certifications: CCNA, CCNP, Network+

**Functional Area**:
Tech Support***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.

**The Benefits**:
We offer a competitive total rewards package* that includes:

- 18 weeks of paid parental leave
- Health and wellness benefits
- Employee assistance program
- Retirement benefits
- Time off and absence programs
- Professional development and mentorship opportunities
- Paid volunteer time and charitable matching of employee donations
- Employee resource groups
- And more

**Please note that benefits may vary based on location.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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