Citrix Support Professional

hace 5 días

San Francisco, Heredia, Costa Rica Citrix A tiempo completo

Citrix empowers individuals and organizations to work remotely or from anywhere, reducing commuting emissions and energy consumption. Our secure digital workspace technology helps 400,000 customers do their best work. We're an award-winning workplace that values diversity, equity, inclusion, and a culture of belonging. Fortune named us one of the 100 Best Companies to Work For.

**Job Overview:**

  • We're looking for a Technical Support Engineer to provide world-class customer service experience.
  • The ideal candidate has 2 years of experience supporting end users in Networking and a practical understanding of the OSI Model.
  • This role involves problem identification and resolution on Citrix ADC, utilizing troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries.

**Responsibilities:**

  • Performs sophisticated problem analysis and isolates problems of moderate to high complexity.
  • Achieves and adheres to established Service Level Agreements and Key Performance Indicators.
  • Validates and qualifies complex customer issues and business impact which may require collaboration with senior team members or other vendors.
  • Contributes to the Citrix knowledgebase in the form of new or updated technical articles/documents focused on issue resolution or prevention.

**Qualifications:**

  • University Degree or equivalent experience and minimum 2 years of relevant experience.
  • Solid grasp of the OSI Model.
  • English professional proficiency with excellent verbal and written communication skills.

**Benefits:**

  • 18 weeks of paid parental leave.
  • Health and wellness benefits.
  • Employee assistance program.
  • Retirement benefits.
  • Time off and absence programs.
  • Professional development and mentorship opportunities.
  • Paid volunteer time and charitable matching of employee donations.
  • Employee resource groups.

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