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Enterprise Technical Support Specialist
hace 1 semana
At Citrix, we build secure digital workspace technology that empowers individuals and organizations to work remotely or from anywhere. Our innovative solutions help reduce commuting emissions and energy consumption, making a positive impact on the planet.
We're seeking an exceptional Escalation Engineer to join our team. As a key member, you will provide an extraordinary customer service experience by resolving complex technical issues related to Citrix ADC.
The ideal candidate possesses 2 years of proven ability in Enterprise support teams and has a strong background in problem identification and resolution. If you're passionate about delivering outstanding customer experiences, we'd love to hear from you.
Key Responsibilities- Defuse sophisticated customer situations using effective communication planning and follow-through.
- Resolve the most technically complex, critically important, or politically hot customer issues independently.
- Serve as a technical interface between customers and 3rd Level Engineering/Product Development teams.
- Provide clear issue documentation and foster productive relationships with senior-level players.
- Prioritize problem reports for Engineering in Citrix Networking products.
- 3+ years of experience in Tech Support environments, including 1 year in an Escalation-level team.
- Strong critical thinking and problem resolution skills.
- Excellent written and verbal communication skills.
- Practical understanding of the OSI model.
- Bachelor's degree in Computer Science or equivalent experience.
- Solid understanding of Linux operating systems and networking concepts.
