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:
Skills to be developed while in this role include but are not limited to:
The position will require the incumbent to work in night shifts with potential for extended coverage
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