Citrix Virtual Apps

hace 2 semanas


San Francisco, Heredia, Costa Rica Cloud Software Group A tiempo completo
Cloud Software Group

We are seeking an exceptional individual to join our Escalation Engineering team.

About the Role

This position involves providing world-class customer service experience to customers and partners in problem identification and resolution on Citrix Virtual Apps & Desktops.

Main Responsibilities
  • Independently defuse 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 working relationships with senior-level players in their area of expertise.
Requirements
  • Bachelor of Science in Computer Science or 5+ years of demonstrated ability in a Tech Support environment including a minimum of 2-4+ 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.
  • Active Directory, Group Policies, and Windows Server Architecture.
  • Virtualization: XenServer, VMware ESXi, Nutanix AHV, and/or Microsoft Hyper-V
  • Debugging, troubleshooting, and diagnostic tools experience: WinDBG Dump analysis, WPR, Perfmon, Systernals, Event Logs and/or others.
Preferred Qualifications
  • AWS, Azure, GCP and/or other Cloud solution provider
  • Desktop solutions and support.
  • General knowledge of scripting (PowerShell, Shell, Python, or Perl Scripting languages) or introductory coding knowledge.
  • Naming Networking: Load balancing, Routing, switching, VLAN, Firewall, DMZ etc.
  • Common protocols (such as TCP/IP, NAT, DHCP, DNS etc.)
  • Storage basic: NFS, Block Storage, Object Storage, replication, backup, iSCSI, Fiber Channel, RAID, disk technologies or Solid grasp of Linux operation system (boot process, iptables, cron, udev, nfs, etc.)
  • or Virtualized GPU Basics on-premises (XenServer, VMware ESX, Nutanix AHV, Microsoft Hyper-V) and/or Cloud (AWS, Azure or GCP): Nvidia vGPU, AMD MxGPU, Intel GVT, Dedicated GPUs (passthrough), virtual GPUs, hardware and software encoders and decoders, H.264/H.265, JPEG, RLE, YUV420, YUV444, FPS.


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