Escalation Engineer

**About Cloud Software Group**

Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world’s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done - from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks. Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud

Do you enjoy tackling hard-to-solve technical problems? Are you interested in gaining exposure to exciting products? Are you looking for the opportunity for growth and learning? Would you like to work for one of the most innovative companies around?

If you answered yes to these questions, we may have the job for you.

We are seeking an Escalation Engineer to join our Escalation Engineering team. This individual will provide a world-class customer service experience to customers and partners in problem identification and resolution on Citrix Virtual Apps & Desktops. Furthermore, individual will utilize troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries.
The pace is fast, and the job is challenging but the teamwork makes this opportunity one that is very rewarding.

We're looking for an outstanding Escalation Engineer. You will provide an extraordinary customer service experience by problem identification and resolution on Citrix Virtual Apps and Desktops. Do you have 5 years of proven ability in Enterprise support team and have strong critical thinking and problem resolution skills? Then we'd love to speak with you

**Position Summary**:
Primary Responsibilities

Independently defuses sophisticated customer situations by using appropriate communication planning and follow-through that helps drive confident communication.

Independently resolve the most technically complex, critically important, or politically hot customer issues.

Be an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation and using productive multi-functional working relationships with senior-level players in their area of expertise.

Provides problem report prioritization for Engineering in at least one Citrix Software product.
Collaborate with other teams to write & review sophisticated technical articles and case studies for the knowledgebase using the customer reported cases, product specifications, and multifaceted experience.
Act as an authority in at least one of our Citrix Software products and demonstrates a solid grasp of at least one adjacent product. Develop and review advanced technical training for internal and external audiences across multiple products or components.

Participation in a 24x7 on-call rotation.

Participate in projects as a collaborator or sub-team leader.

**Basic Qualification**:
Bachelor of Science in Computer Science or 3+ years of demonstrated ability in a Tech Support environment including a minimum of 1-2+ years within an Escalation-level team collaborating with Engineering to resolve problems within Enterprise-level customer environments.

English professional proficiency with strong written and verbal communication skills, to be able to connect with senior management.

Active Directory, Group Policies, and Windows Server Architecture.
Virtualization: XenServer, VMware ESXi, Nutanix AHV, and/or Microsot HyperV
Debugging, troubleshooting, and diagnostic tools experience: WinDBG Dump analysis, WPR, Perfmon, Systernals, Event Logs and/or others.

**Preferred Qualifications**:

- AWS, Azure, GCP and/or other Cloud solution provider
- Desktop solutions and support.
- General knowledge of scripting (PowerShell, Shell, Python, or Perl Scripting languages) or introductory coding knowledge.
- Networking: Load balancing, Routing, switching, VLAN, Firewall, DMZ etc. Common protocols (such as TCP/IP, NAT, DHCP, DNS etc.)
- Storage basic: NFS, Block Storage, Object Storage, replication, backup, iSCSI, Fiber Channel, RAID, disk technologies or Solid grasp of Linux operation system (boot process, iptables, cron, udev, nfs, etc.) or Virtualized GPU Basics on-premises (XenServer, VMware ESX, Nutanix AHV, Microsoft HyperV) and/or Cloud (AWS, Azure or GCP): Nvidia vGPU, AMD MxGPU, Intel GVT, Dedicated GPUs (passthrough), virtual GPUs, hardware and software encoders and decoders, H.264/H.265, JPEG, RLE, YUV420, YUV444, FPS.