Senior Escalation Engineer

3 weeks ago

Bengaluru, India Cloud Software Group Full time

About This Team:

We are part of NetScaler Technical support team. We represent NetScaler APAC escalation business and we support our SDWan and NetScaler customers.

Job Description/Responsibilities:

Works to achieve operational targets with major impact on the departmental results. Contributes to the development of goals for the department and planning efforts (budgets, operational plans, etc.). May manage large projects or processes that span outside of immediate job area. Work is performed with limited oversight. Responsible for making moderate to significant improvements of processes, systems or products to enhance performance of job area. Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem. Problems typically impact multiple departments or specialties. Problems are typically solved through drawing from prior experience and analysis of issues. Communicates with parties within and outside of own job function. Typically has responsibility for communicating with parties external to the organization (e.g., customers, vendors, etc.) Works to influence parties within and outside of the job function at an operational level regarding policies, procedures and practices. Typically responsible for providing guidance, coaching and training to other employees within job area. Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products. Required Experience/Skills: Recognized subject matter expert. Manage large projects or processes. Coaches, reviews, and delegates work to lower level employees. Operational targets with major impact on department results. Requires deep knowledge of job area typically obtained through advanced education combined with experience. Typically viewed as having a specialty within discipline. May have broad knowledge of project management. Typically requires a University Degree or equivalent experience and minimum 8 years of prior relevant experience; or Master’s degree with 6 years; or PhD with 3 years of experience. Optional Experience/Skills: Need to have strong Networking and troubleshooting skills. Need to have skills in log analysis Should have hand on experience on Auth, SAML, OAuth, DNS, Radius and VPN's Knowledge on Load balancer (ADC) Basic Linux knowledge. Strong knowledge on TCP, UDP, SSL and HTTP protocols Experience on using Networking tool. Eg. Wireshark Min experience in support industry should be 8-10 years

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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