Manager Technical Support II Job

at  in  Bangalore, India | Posted on 17 August, 2015
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Job Description

Position Summary:

  •  Responsible for overseeing customer technical support engineers in providing assistance to customers and resellers in problem identification and resolution.
  • Manages daily activities of one or more support teams, and specializes in support targeting high-end Enterprise level customers or channel partners with advanced support needs.
  • May include management of Technical Resource Managers (TRMs) in providing advanced-level proactive customer support services. Establishes staff schedules for ACD queue coverage and individual or group training sessions.
  • Conducts regular 1:1 and team meetings to evaluate individual and team performance, and facilitate development of proficiency in both technical skills and general customer service skills. Must participate in rotational "on-call manager" operation, and must become familiar with intricacies of worldwide "follow the sun routing".

Qualifications and Requirements:

  • Excellent understanding of Citrix mission and corporate objectives and ability to apply this knowledge within Citrix and for customer facing issues.
  •  Full knowledge of Citrix support processes and escalation paths.
  •  Citrix business Savvy.


  • Must possess an extensive knowledge and experience of windows/Linux/virtualization with total exp 10-12 Yrs overall.
  •  Skilled in leading personnel associated with account management at the enterprise level.
  • Knowledge of call center processes, terminology.
  • Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
  • Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
  • Experience implementing team processes and monitoring effectiveness preferred.


Ability to identify major concerns from the field and take appropriate actions to correct them.Can do attitude with a strong will to lead by example.Leadership skills in organizing and motivating a diverse team of technical engineers.Demonstrated ability to exercise sound, independent judgment in handling customer complaints and determining whether escalation is necessary.


  • Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.
  • At least 2 - 3 years of management experience in a technical support environment, with advanced customer interaction skills.
  • Previous account management or account executive skills required, with ability to organize and track multiple projects.
  • Effective personnel leadership experience required, with goal setting and action plans for career development on a team and individual basis.
  • Must exhibit effective customer service attitude, be able to lead a team in resolving difficult customer situations.
  • Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.This position will require you to work on night shifts with a potential for extended coverage



Not disclosed


Not mentioned

About Company

Citrix Systems, Inc. is an American multinational software company founded in 1989, that provides server and desktop virtualization, networking, software-as-a-service, and cloud computing technologies, including Xen open source products.

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