Escalation Engineer

hace 4 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 Escalation Engineer. You love solving problems, enjoy learning new technologies and working in a collaborative team environment. You have 4 years supporting end users, as well as, providing server and networking support. You have a strong practical understanding of Active Directory and common networking protocols (TCP/IP).

If you also have 2+ years supporting critical issues, we’d love to speak with you

**Position overview**:
A Technical Support Engineer is responsible for providing assistance to our customers via diverse channels as appropriate for Citrix Cloud, Citrix Virtual Apps, and Citrix Virtual Desktops. You will focus on in-depth problem analysis of Citrix products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to their issues.

**Primary responsibilities**:
Be an effective technical interface between the customer and 3rd Level Engineering / Product Development teams, providing clear issue documentation and using multi-functional working relationships in their area of expertise.

Provides problem report prioritization for the Engineering team.

Write and review sophisticated technical articles and case studies for our knowledge base, using the customer reported cases, product specifications, and previous experience.

Build SME expertise in at least one of the Citrix Software products and develop an understanding of the wider Software product suite.

Participation in a 24x7 on-call rotation.

Opportunity to develop project management skills through participation in projects.

**Basic qualifications**:

- Requires practical knowledge of Active Directory, smartphone and tablet knowledge on devices/OS such as Apple iOS and Android Phone.
- Bachelor of Science in Computer Science or 5+ years of demonstrated ability in a Support environment. A minimum of 2-3 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.
- Windows Server Experience, including Windows Server 2012/MS Exchange/ActiveSync.
- Authentication experience: LDAP/Active Directory/Radius.
- Database experience: MySQL or SQLServer.

**Preferred qualifications**:
Networking experience: SSL, DNS, and TCP/IP

General knowledge of scripting (Powershell etc) or introductory coding knowledge.

Working understanding of Windows Internals.

Experience with designing / architecting mid to enterprise level solutions.

Practical knowledge on project management

**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

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