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Sr Escalation Engineer
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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
