Senior Escalation Engineer Mobility

hace 3 semanas


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 you

**Position Overview**

A Senior Escalation Engineer is responsible for providing assistance to our customers via diverse channels as appropriate for Citrix Endpoint Management. 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. Customer size can range from Small Business to Large Enterprise.

**Primary Responsibilities**
- Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams - by providing clear issue documentation and by utilizing 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.
- 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.

**Requirements**:

- Preferred minimum 5+ years of IT support experience.
- Working understanding of Active Directory, Group Policies, and Windows Server Architecture
- Working understanding of networking protocols, security technologies, and topography
- Working understanding of desktop solutions and support
- Working understanding of mobile OS (iOS, Android)
- Basic understanding of Databases (SQL preferred)
- Basic understanding of SAN technologies
- General knowledge of scripting (Powershell etc) or introductory coding knowledge.
- working understanding of Windows Internals
- Experience with designing / architecting mid to enterprise level solutions.

**Basic Qualifications**
- Requires practical knowledge of job area typically acquired through advanced education combined with experience.
- University Degree or equivalent experience and minimum 5+ years of relevant experience; or an advanced degree without experience.
- Smartphone and tablet knowledge on devices/OS such as Apple iOS and Android Phone.

**Preferred Qualifications**
- Windows Server Experience - including Windows Server 2012/MS Exchange/ActiveSync
- Networking experience: SSL, DNS, and TCP/IP
- Authentication experience: LDAP/Active Directory/Radius
- Database experience: MySQL or SQLServer

Cloud Software Group 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.



  • 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 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...


  • 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...


  • 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...

  • 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...

  • 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...

  • 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...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000...

  • 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...

  • Escalation Manager

    hace 2 semanas


    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...

  • Verification Engineer

    hace 3 semanas


    San José, Costa Rica Siemens Mobility A tiempo completo

    **Job ID**: - 376540**Company**: - Siemens Industry Software Inc. Costa Rica Branch**Organization**: - Digital Industries**Job Family**: - Research & Development**Experience Level**: - Experienced Professional**Full Time / Part Time**: - Full-time**Remote vs Office**: - Remote only**Contract Type**: - Permanent**Position Overview** This exciting new...

  • Senior Appops Engineer

    hace 4 semanas


    San José, Costa Rica Imprivata A tiempo completo

    Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events. While we're diverse in our backgrounds and skills, we have much in common. A passion for...

  • Escalation Manager

    hace 2 semanas


    San José, 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 skills and...

  • Senior Appops Engineer

    hace 2 semanas


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

    Come join a winning team Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.While we're diverse in our backgrounds and skills, we have much in common. A passion for our...


  • San Francisco, Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

    Senior Embedded Software EngineerThis role has been designated as 'Edge', which means you will primarily work outside of an HPE office.Aruba is redefining the "IT EDGE". Creating new customer experiences by building intelligent spaces and digital workspaces. We are focused on campus, branch, mobility and the IoT to transform business models with the combined...


  • 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, Costa Rica Bosch Group A tiempo completo

    **Company Description**: - Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around...