Senior DevOps Engineer
hace 3 semanas
About Cloud Software Group
Cloud Software Group is a leading provider of cloud software solutions, serving over 100 million users worldwide. As a Sr Escalation Engineer, you will be part of a team that values diverse perspectives, encourages innovation, and fosters growth.
Job Summary:
We are seeking an exceptional Sr Escalation Engineer to provide top-notch customer service by resolving complex technical issues on NetScaler. If you have 5 years of experience in Enterprise support and 3 years in escalation teams, we'd love to hear from you.
Key Responsibilities:
- Independently resolve the most technically complex customer issues using effective communication and follow-through.
- Act as a technical interface between customers and 3rd Level Engineering/Product Development, providing clear issue documentation and collaborating with senior-level players.
- Provide problem report prioritization 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.
- Stay up-to-date with product specifications and multifaceted experience.
- Participate in a 24x7 on-call rotation and contribute to projects as a collaborator or sub-team leader.
Basic Qualifications
- 5+ years of experience in Tech Support, including 2-3 years 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 of Science in Computer Science or equivalent experience.
- Solid understanding of Linux, load balancing, routing, switching, VLAN, firewall, VPN, TCP/IP, NAT, DHCP, DNS, and CCNA.
Preferred Qualifications
- CCNP, Certificate of MCSE or CCIE.
- AWS, Azure, and other cloud solution providers.
- Shell, Python, or Perl scripting languages.
- Firewall/DMZ configuration.
Cloud Software Group is committed to Equal Employment Opportunity and compliance with all federal, state, and local laws that prohibit employment discrimination.
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