Senior Escalation engineer (cloudbridge) in CITRIX

at | Posted on 3 February, 2014
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Job Description
Responsible for the review and qualification of support calls submitted for escalation by Citrix Support Representatives 
worldwide. Serve as the main point of contact to the customer for escalated calls. Maintain the flow of communication 
between Customers and Engineering throughout the issue resolution process. Responsible for conducting a complete analysis, 
reproducing the issues and recommending workarounds. 
Provides 1st
 line analysis of network traces, debug files and reproduction of technical incidents. 
Primary Accountabilities:
The primary duties for this position include but are not limited to: 
 Provide technical diagnosis, troubleshooting information, workarounds and root cause analysis 
 Escalate cases to Development Engineering (LCM, DevA, QA) when additional resources are required 
 Interface with Development Engineering and assist the customer with testing or troubleshooting while Citrix is developing 
code fix resolutions. 
 Advise Technical Support management of need for management intervention if required 
 Keep the customer informed of constant progress along with the current plan of action to resolution on a weekly or on an 
as needed basis 
 Conduct and participate in customer and multi-vendor conference calls 
 Provide regular status and reports to the customer as well Citrix management 
 Conduct periodic review of open escalations with Developers to ensure proper issue priority assignment. 
 Reproduce customer issues in the laboratory to verify problems and provide feedback to the Development team. 
 Create entries in our technical support on-line database to accurately document any incident resolution that is not found 
in our knowledge base. 
 Assistance in developing on-going training programs for the department. 
 Promote a team environment by assisting and contributing to fellow Citrix employees whenever necessary to enhance the 
professional development of everyone within the organization. 
Escalation Engineer must possess excellent problem solving and communication skills. In addition, the individual must be 
flexible, dependable and have excellent time management skills. The Technical skills required for this position are a solid 
knowledge of the latest UNIX (BSD and Linux) Operating Systems, expert level knowledge in Networking hardware technologies, 
Communication Protocols, and familiarity with Debugging tools.

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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