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.
line analysis of network traces, debug files and reproduction of technical incidents.
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.