Sr Escalation Engineer

hace 2 semanas


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 done from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks. Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud

**Job Description**:
We're looking for an outstanding Sr Escalation Engineer. You will provide an extraordinary customer service experience by problem identification and resolution on NetScaler. Do you have 5 years of proven ability in Enterprise support team, and 3 years for escalation teams? 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 relationships with senior-level players in their area of expertise.

Provides problem report prioritization for Engineering in at least one Citrix Networking product.

Collaborate with other teams to write & review complex 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 Networking 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.

Participate in projects as a collaborator or sub-team leader.

Basic Qualifications
- 5 + years experience in a Tech Support environment including a minimum of 2-3 years within an Escalation-level team collaborating with Engineering to resolve problems within Enterprise-level customer environments.
- Possesses strong critical thinking and problem resolution skills.
- Strong written and verbal communication skills, to be able to communicate with senior management.
- Practical understanding of the OSI model.
- Must possess a Bachelor of Science in Computer Science or equivalent experience.
- Solid understanding of: Linux operation system (boot process, iptables, cron, udev, nfs, etc.). Load balancing, Routing, switching, VLAN, firewall, VPN, etc. Common protocols (such as TCP/IP, NAT, DHCP, DNS etc.)
- CCNA.

Preferred Qualifications

CCNP, Certificate of MCSE or CCIE.

AWS, Azure and other Cloud solution provider.

Shell, Python, or Perl Scripting languages

Firewall/DMZ configuration


  • Sr Escalation Engineer

    hace 2 semanas


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

    About Cloud Software GroupCloud 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...

  • Sr Escalation Engineer

    hace 2 semanas


    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...


  • 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...


  • 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...

  • Escalation Engineer

    hace 3 semanas


    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...


  • 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...


  • 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...


  • 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...


  • 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...


  • San José, 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 youPosition...

  • Sr. Backend Engineer

    hace 2 semanas


    San José, San José, Costa Rica Manpowergroup CCA A tiempo completo

    Sr. Backend EngineerRequirements: Minimum of 5 years of experience in backend development. Deep knowledge of backend programming languages such as Python, Java, , Ruby, or similar. Experience in using relevant frameworks and libraries, such as Django, Flask, Spring, or Solid understanding of both relational (SQL) and non-relational (NoSQL) databases....


  • 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...


  • 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...


  • San Francisco, Heredia, 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 youPosition...


  • San José, Costa Rica Infotree Global Solutions A tiempo completo

    Important Multinational Company is looking for a Sr. Python Software Engineer 100% Remote position Permanent Contract **Job Description**: - Use established principles of software engineering to design and develop efficient and effective software systems. - Interpret user requirements and develop solutions that are viable, efficient, user-friendly, and...


  • San José, 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...

  • Sr. Backend Engineer

    hace 2 semanas


    San José, Costa Rica Manpowergroup CCA A tiempo completo

    Sr. Backend Engineer **Requirements**: Minimum of 5 years of experience in backend development. Deep knowledge of backend programming languages such as Python, Java, Node.js, Ruby, or similar. Experience in using relevant frameworks and libraries, such as Django, Flask, Spring, or Express.js. Solid understanding of both relational (SQL) and non-relational...

  • Sr. Data Engineer

    hace 3 semanas


    San José, Costa Rica Encora A tiempo completo

    At Encora we are looking for a great talent like you to join our team as the next **Sr. Data Engineer** **(9107)** Would you like to join our great team of engineers? Here we will tell you more about us and the role! **About the role**: **Our Requirements**: - AWS S3 - AWS S3 - AWS RDS Postgresql - SaaS solutions - On-Premise solutions - ETL routines...

  • Solution Engineer Sr

    hace 2 semanas


    San José, Costa Rica Zensa LLC A tiempo completo

    **Title: Solution Engineer Sr (Maximo)** **Location: Costa Rica** **Duration: 12 Months** **Support Responsibilities**: The services may include but not limited to below activities. - Perform hands-on analysis, troubleshooting, testing and implementation of Maximo defects/enhancements/user-stories; - Participate in requirement gathering and requirement...


  • San José, Costa Rica Pfizer A tiempo completo

    ROLE SUMMARY This is an opportunity to join a team that innovates every day on technologies in support of scientific discovery, breakthrough products, and essential partnerships that help change patients’ lives. Our Culture Our Culture in Pfizer is hugely important to us. We recognize that people are the cornerstone of Pfizer’s success. We embrace...