Senior Escalation Engineer

3 weeks ago

Bengaluru, India Cloud Software Group Full time

Your Superhero Uniform Includes:

Bachelor's Degree in Computer Science or equivalent experience preferred. 7+ years in a support role within the service industry. 2+ years of experience supporting ShareFile features and components. Strong understanding of the TCP/IP protocol stack and secure Web application delivery. Strong knowledge of Networking, including experience in NAS Devices, SSL technologies, Load Balancers (e.g. Citrix Netscaler, Foundry ServerIron, Alteon, F5 BigIp, Cisco CSS), and WAN Optimizers (e.g. Citrix CloudBridge, Cisco WAAS). Advanced understanding of OS, Network, and Server troubleshooting. Ability to create and use API calls using Postman or other tools. Ability to set up and troubleshoot Storage Zone Controllers, SSO, Windows Server roles and features, IIS, AD, DNS, and File servers. Strong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS). Strong SQL knowledge, with the ability to create custom queries from the database. Good understanding of DLP, Anti-Virus, and PowerShell. Rotation-based 24x7 coverage - Must be available to work weekends and holidays on an on-call or rostered shift basis.

Your Superhero Strengths Include:

Good verbal and written communication - English-speaking proficiency is required, and bilingual skills are a plus. Ability to listen, assess, determine, and communicate corrective measures. 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. Ability to think critically, troubleshoot, and solve complex problems independently. Well-versed in a data-driven, metrics-oriented environment. Achieve operational targets within the role with a direct impact on department results.

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

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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