Complex Issue Resolver
hace 5 días
Citrix Systems, Inc. is committed to providing innovative solutions that empower individuals and organizations to work remotely or from anywhere. Our dedication to sustainability and reducing our carbon footprint has earned us recognition as one of the 100 Best Companies to Work For.
We're seeking an experienced 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.
Main 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.
- Minimum 3+ years of experience in Tech Support environments.
- 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.
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