Associate Escalation Technical Support Engineer

hace 1 semana

Heredia, Costa Rica SGF Global A tiempo completo

**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 Company Networking product.

Collaborate with other teams to write & review complex 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 Networking 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 Qualifications**

3+ years experience in a Tech Support environment including a minimum of 1 year within an Escalation-level team collaborating with Engineering to resolve problems within Enterprise-level customer environments.

Possesses strong critical thinking and problem resolution skills.

Strong written and verbal communication skills, to be able to communicate with senior management.

Practical understanding of the OSI model.

Must possess a Bachelor of Science in Computer Science or equivalent experience.

Solid understanding of: Linux operation system (boot process, iptables, cron, udev, nfs, etc.). Load balancing, Routing, switching, VLAN, firewall, etc. Common protocols (such as TCP/IP, NAT, DHCP, DNS etc.)

**Preferred Qualifications**

CCNA, CCNP, Certificate of MCSE or CCIE.

AWS, Azure and other Cloud solution provider.

Shell, Python, or Perl Scripting languages

Firewall/DMZ configuration

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