Technical Support Engineer

hace 9 horas

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 world's 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 wevalue 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

Position Overview:
We are seeking a highly skilled Networking Technical Support Engineer who will be responsible for delivering exceptional customer service and resolving technical issues related to Citrix ADC.
As part of this role, you will utilize your troubleshooting expertise to identify, analyze, and provide solutions to customer inquiries.
The position requires a results-oriented approach and the ability to thrive in a fast-paced environment.
Collaboration is key, making this opportunity both challenging and exciting.
**Primary Responsibilities**:

- Conduct sophisticated problem analysis, independently addressing moderate to high complexity issues with mínimal guidance from team leads or management.
- Meet established Service Level Agreements and Key Performance Indicators, consistently achieving and maintaining high standards of customer support.
- Validate and qualify complex customer issues and assess their business impact, potentially collaborating with senior team members or external vendors.
- Contribute to the Citrix knowledge base by creating or updating technical articles/documents that focus on issue resolution or prevention.
- Clearly document cases, recommendations, and resolutions in the Customer Relationship Management (CRM) system.
- Ensure that work is performed within acceptable time schedules and meets quality standards and customer commitments.
- May require occasional weekend work.
**Basic Qualifications**:

- 2+ years Practical knowledge of the job area acquired through advanced education combined with relevant experience.
- University degree or equivalent experience, with a minimum of 2+ years of relevant experience; alternatively, an advanced degree without experience.
- Proficient in English, with excellent verbal and written communication skills.
**Preferred Qualifications**:

- Industry certifications such as CCNA, CCNP, Network+, or Telematic Engineering.
- Portuguese speaking is a plus.
We are looking for a dedicated professional with a solid background in networking technical support.
If you have the required experience and expertise, along with excellent communication skills, we encourage you to apply.
Join our team and contribute to providing exceptional technical support to our valued customers.
Note: The OSI Model consists of seven layers, including the Physical, Data Link, Network, Transport, Session, Presentation, and Application layers.
A solid grasp of the OSI Model implies understanding the functionality and interactions of each layer within the model.

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