Senior Escalation Engineer in Citrix

at  in  Bangalore, India | Posted on 30 June, 2015
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Job Description

Position Summary

The position involves resolving customer reported issues through collaboration with members from the Escalation and Engineering teams.  Ownership includes maintaining communications with the customer and Engineering as the main point of contact through the case resolution process. The case ownership process also requires for the Escalation Engineer to perform the analysis of log files and network traces while reproducing (or attempting to reproduce) the product behavior.  The candidate should act as an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation (as needed). The individual must also posses the ability to resolve (or workaround) technically complex, mission critical or politically hot issues with general oversight by management, senior members of the team and/or Engineering.  Thorough understanding of the customer’s environment and the ability to provide expert advice and advanced troubleshooting problem resolution steps are essential.

The candidate will be expected to become an expert in at least one Citrix product line and will also be expected to write technical articles and case studies for the knowledge base (leveraging the customer reported cases). The candidate will also develop technical training material for internal audiences in at least one core Citrix product. The position requires 6 to 7 years of related experience and/or bachelors degree in a related field.  Citrix product certification and certification from Networking/Security vendors are also preferred (but not required).

Qualification & Requirements

The candidate should have experience with the following products/concept /technologies:

  • Candidate should have a working knowledge of emerging mobile device management solution
  • Demonstrate proficiency in installation, configuration and support of Mobile Device Management (MDM)  & enterprise level mobility solution.
  • Demonstrate proficiency with the configuration and support of iOS, Samsung/ Android and Windows mobile devices.
  • Experience installing, configuring and supporting Windows Server and Active Directory/LDAP
  • Understanding of Linux OS from a day to day work prospective
  • Understanding of SQL database management & Network Layer including VPN Technology.
  • Hands on Experience Citrix products like Netscaler Storefront & XenApp/XenDesktop.
  • Should have excellent verbal and written communication skills.

Skills to be developed while in this role include but are not limited to:

  • Understanding of CRM system and correct use/effective case documentation skills
  • Appropriate time management skills and ability to handle difficult customer conversations
  • Knowledge of call escalation processes
  • Design and host advanced training classes quarterly for internal teams
  • Increase skill set with Network Operating Systems and network monitoring, sniffers and protocol analyzers.
  • Increase knowledge of Security technologies.
  • Increase knowledge of Layer 4-7 load balancing and SSL acceleration.
  • Ability to perform in-depth analysis of memory/core dumps, user dumps, network traces and Citrix specific tracing and logging.  

The position will require the incumbent to work in night shifts with 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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