Escalation Engineer

hace 4 semanas


San José, Costa Rica Cloud Software Group A tiempo completo

Role Overview:

Now, let’s get to the details. As an Escalation Engineer, you will need to:

Assist customers with issues that range from answering product questions to providing advanced technical support.

Effectively understand the customer's environment, including researching to determine the cause of the issue or problem.

Provide instruction on the use and application of features

Determine customer's configuration and needs

Make recommendations regarding product selection to current or prospective customers.

Deliver meaningful contributions to assigned projects/tasks (under minimal supervision).

Evaluate cases and provide feedback as needed to ensure quick resolution

Continuously improve technical knowledge and skills through training and self-study while staying up to date on the current product

Contribute to Knowledge Center System - attaching relevant articles, creating new articles as well as editing the existing ones. The Technical Support Engineer is required to stay up to date with product knowledge regarding features and functionality.

Be measured through customer feedback, Knowledge Center System usage, schedule adherence, contributions to the team, and other Key Performance Indicators for performance.

Case Documentation: Follow department protocol regarding case management and articles , and record details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Description, Internal Notes, and so on into the Customer Relationship Management System accurately.

Basic Qualifications:

BS or BA in Computer Science, Information Systems, Engineering, or related technical subject area experience.

5+ years in a support role within the service industry.

2+ years of experience supporting ShareFile features and components. 

Ability to set up and troubleshoot Storage Zone Controllers and SSO with little guidance from the documentation.

Mastery of workflow automation and ability to troubleshoot complex workflows.

Ability to analyze complex logs.

Rotation-based 24x7 coverage - Must be available to work weekends and holidays on an on-call or rostered shift basis.

Ability to create, use, and analyze API calls using Postman or other tools.

Good verbal and written communication skills.

Ability to listen, assess, determine, and communicate corrective measures.

English-speaking proficiency is required, and bilingual skill is a plus.

Be customer-focused – Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer

Ability to de-escalate customers in challenging circumstances.

Work Independently with the ability to think critically, troubleshoot, and solve complex problems.

Achieve operational targets within the role with a direct impact on department results.

Has a keen interest in Software-as-a-Service (SaaS).

Preferred Qualifications: 

Strong Knowledge of Networking, and Fiddler/WireShark network-trace analysis.

Strong knowledge of load balancing technologies (NetScaler preferred).

Strong Knowledge of Windows Server roles and features, IIS, AD, DNS, and File servers.

Strong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).

SQL Knowledge with the ability to create custom queries to gather data from the database.

Strong Knowledge of NAS devices.

Good understanding of DLP, Anti-Virus, and PowerShell.

About Us:

Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world’s largest cloud solution providers, serving more than 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-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered 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.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at - or email us at for assistance.



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