Lead Technical Support Engineer

hace 18 horas

Heredia, 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**:
You are a successful Technical Support professional with more than 1 year of experience supporting IT professionals in a Network environment.
You have a history of proven customer service achievements based on prior achievements and future goals.
You are ready for the challenge and reward of being part of a groundbreaking software services company, leading the way toward guiding companies to achieve their goals, and forging a path towards a positive customer experience for every customer.
You share our vision of migration to the Cloud and are passionate about delivering Cloud solutions to customers.
**This position is full-time in the office and available in Alpharetta, GA, or Fort Lauderdale, FL.
**

**We Offer**:
Competitive compensation and a comprehensive benefits package.
You'll enjoy our workstyle within an incredible culture.
We'll give you all the tools you need to succeed so you can grow and develop with us.
**Position Framework**:
**Traditional Responsibilities**:

- Performs sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management
- Achieving and adhering to established Service Level Agreements and Key Performance Indicators
- Validates and qualifies sophisticated customer issues and business impact which may require collaboration with more senior-level team members or other vendors
- Gives to the Citrix knowledgebase in the form of new or updated technical articles/documents passionate about issue resolution or prevention
- Documents cases, recommendations, and resolutions clearly in the CRM system
- Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments
- Weekend work is voluntary and is considered overtime pay

**We Require**:

- Requires a University Degree or equivalent experience and a minimum of 1-2 years of prior relevant experience
- 1+ years supporting IT professionals in the Networking field
- Developed a strong practical understanding of the OSI Model and common networking protocols.
**We Prefer**:

- Acquired an industry certification (CCNA, CCNP, Network+)
- Solid understanding of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
- Solid understanding of Load Balancers (NetScaler, F5, Cisco CSS)
- Solid understanding of Network Operating Systems (IOS, CatOS, JunOS)
- Solid understanding of Layer 4-7 load balancing and SSL acceleration
- Fluent in Spanish and/or Portuguese is a plus, but not required

**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
- Education assistance
- 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 medical conditions, marital status, protected veteran status and other protected classifications.
By applying, you are giving Citrix consent to be considered for futur

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