Senior Escalation Engineer

About This Team:

We are the Advanced support team specializing in NetScaler and NetScaler console products. As the ultimate level of support for our customers, we collaborate closely with LCM and Engineering teams to swiftly identify and resolve any customer issues or bugs, ensuring seamless operation of the customer environment.

Job Description/Responsibilities:

You have a three year university degree, combined with at least Seven years of tech support experience in a large enterprise environment.

You have obtained working knowledge of Networking (both client & Server OS) and good networking knowledge, including TCP / HTTP / SSLN/ DNS / WAN . You are comfortable working in understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols.

Ideally you have also obtained industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi. If this sounds like you, we'd love to speak to you right away.

Position Overview:

The Senior Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise wide mixed environments. The incumbent often assists less senior colleagues - conducting case reviews and providing guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.

Role 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 relationships with senior-level players in their area of expertise.
• Provides problem report prioritization for Engineering in at least one Citrix
• 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 Qualification:

• BS or BA in Computer Science, Information Systems, Engineering, Mathematics, Physics, Statistics or related technical discipline experience preferred.
• Experience working with multi-tiered application design and development, as well as, experience with debugging techniques and tools required, including the ability to analyze and debug dump files, network and stack traces.
• Load Balancers (e.g. Citrix NetScaler, F5 BigIp, Cisco CSS).
• Web Application Firewalls (e.g. Citrix NetScaler, Imperva, Akamai)
• SSL VPN solutions (e.g. Citrix NetScaler Gateway, Juniper SA Series, Cisco SSL VPN).
• Network monitoring and management (e.g. PRTG, Obkio, Auvik, SNMP).
• Sniffers and Protocol Analyzers (e.g. Wireshark, tcpdump, ethereal).
• Knowledge of Security technologies (e.g. SSL/TLS, VPNs, Firewall, IDS/IPS).
• Knowledge of routing protocols (RIP, OSPF, BGP) and switching technologies
• A solid understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols.
• A strong working knowledge of secure Web application delivery
• A strong working knowledge of the TCP/IP protocol stack.
• A strong working knowledge of application layer protocols.
• Knowledge of Layer 4-7 load balancing and SSL acceleration technologies.

Preferred Certifications:

• Citrix / CCNA Certification
• Virtualization / Cloud working knowledge ( AWS / Azure / ESXi / GCP).

About Us:

Cloud Software Group is one of the world's largest cloud solution 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-based products to get work done — from anywhere. Members of our team will tell you that we value 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 email us at for assistance.