Senior Citrix ADC Support Specialist
hace 2 semanas
About Cloud Software Group
We empower innovation by combining the capabilities of Citrix and TIBCO, creating one of the world's largest cloud software providers serving over 100 million users globally.
At Cloud Software Group, we value diverse perspectives, have the courage to take risks, and encourage collaboration, learning, and building the future of work.
We are on the cusp of a new era of growth and need experts like you to help us achieve it.
Job Description:
We are seeking a skilled Networking Technical Support Engineer who will provide exceptional customer service and resolve technical issues related to Citrix ADC.
This role involves conducting sophisticated problem analysis, meeting Service Level Agreements, and maintaining high standards of customer support.
You will validate and qualify complex customer issues, collaborate with senior team members or external vendors, and contribute to the Citrix knowledge base.
You will clearly document cases, recommendations, and resolutions in our CRM system and ensure work is performed within acceptable time schedules and meets quality standards.
This position may require occasional weekend work.
**Key Responsibilities:**
- Conduct sophisticated problem analysis, independently addressing moderate to high complexity issues with minimal 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.
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