Advanced Network Security Specialist

hace 1 semana


San Francisco, Heredia, Costa Rica Citrix A tiempo completo

About Citrix

Citrix is a leading provider of secure digital workspace technology, empowering over 400,000 customers worldwide to work efficiently from anywhere. By joining our award-winning team, you'll be part of a diverse and collaborative environment that values work-life balance and innovation.

What We're Looking For

We're seeking an experienced Escalation Engineer to provide exceptional customer service by resolving complex issues on Citrix ADC. If you have 2 years of proven experience in Enterprise support teams and are passionate about delivering outstanding results, we'd love to hear from you.

Key Responsibilities

  • Independently defuse sophisticated customer situations using effective communication planning and follow-through.
  • Resolve the most technically complex, critically important, or politically sensitive customer issues.
  • Act as a technical interface between customers and 3rd Level Engineering/Product Development, providing clear issue documentation and collaborating with senior-level players.
  • Prioritize problem reports for Engineering in at least one Citrix Networking product.
  • Collaborate with other teams to write and review complex technical articles and case studies for the knowledge base.
  • Demonstrate expertise in at least one Citrix Networking product and adjacent products.
  • Develop and review advanced technical training for internal and external audiences across multiple products or components.
  • Participate in a 24x7 on-call rotation.
  • Contribute to projects as a collaborator or sub-team leader.

Required Skills and Qualifications

  • 3+ years of experience in a Tech Support environment, including a minimum of 1 year in an Escalation-level team collaborating with Engineering.
  • Strong critical thinking and problem resolution skills.
  • Excellent written and verbal communication skills, able to communicate effectively with senior management.
  • Practical understanding of the OSI model.
  • Bachelor's degree in Computer Science or equivalent experience.
  • Solid understanding of Linux operating systems, load balancing, routing, switching, VLANs, firewalls, common protocols (TCP/IP, NAT, DHCP, DNS), and shell scripting languages.

Preferred Qualifications

  • CCNA, CCNP, MCSE, or CCIE certifications.
  • AWS, Azure, or other cloud solution provider experience.

Estimated Salary Range: $120,000 - $180,000 per annum, depending on location and experience.

About You

At Citrix, we prioritize diversity, equity, inclusion, and a culture of belonging. We celebrate individuality and encourage courageous, authentic expression. Our employees recognize us as a great place to work, and we strive to maintain this reputation through our commitment to sustainability, community engagement, and employee growth.



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