Senior Escalation Engineer

4 months ago

Bengaluru, India Cloud Software Group Full time

About This Team:

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

Job Description:

You have a three year university degree, combined with at least four 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 acquired industry certifications in the areas of Virtualization and/or Cloud, which includes shown understanding of AWS / Azure / ESXi.
If this sounds like you, we would love to speak to you right away.


Position Overview:
The 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 cases reviews and providing mentorship to ensure quicker resolution. Uses advanced technical troubleshooting skills acquired through multifaceted experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most sophisticated customer issues for assistance from the partner concern team or other vendors.


Role Responsibilities:
• We provide technical assistance on Citrix products to customers via phone, email and/or remote access.
• Performs advanced problem analysis and isolates problems on high complexity issues, with little or no instruction from team leads and/or management.
• Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
• Publishes articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles
• Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases advanced from less senior engineers
• You should take part in Hiring (Technical Panel) & Mentor new hire
 

Required Skills:  
• BS or BA in Computer Science, Information Systems, Engineering, Mathematics, Physics, Statistics or related technical subject area experience preferred
• Proven track record in C# backend development and debugging using Microsoft .NET
• You should have strong understanding of secure Web application delivery
• A strong proven understanding of the TCP/IP protocol stack.
• You should have good understanding of application layer protocols.
• Knowledge of Layer 4-7 load balancing and SSL acceleration technologies
• Good to have the experience like Load Balancers (e.g. Citrix Netscaler, Foundry ServerIron, Alteon, F5 BigIp, Cisco CSS).
• WAN Optimizers (e.g. Citrix CloudBridge, Riverbed Steelhead, Cisco WAAS)
• 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.


Preferred Certifications:

CCNA Certification

SDWAN Certification
Virtualization / Cloud working knowledge (AWS / Azure / ESXi)

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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