Senior Escalation Engineer

at  in  Bangalore, India | Posted on 23 September, 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 logfiles specific to the product, log files from the Windows Operating Systems (like eventlogs, MSI logs, Userenv logs, process and OS memory dumps etc) and network traces while reproducing (or attempting to reproduce) the product behavior. The candidate should possess excellentcommunications skills and 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 possess 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.

Qualifications and Requirements:

  • Good understanding of Windows architecture
  • Good understanding of Startup and Shutdown sequence in Windows
  • Good troubleshooting skills of Core Windows OS components (RPC, DCOM, WMI etc)
  • Good understanding of Microsoft Terminal Services & Printing architecture
  • Exposure and troubleshooting experience in a Windows Active Directory domain environment is crucial.
  • Strong understanding of DNS, DHCP and other networking concepts.
  • Logical thinking and logical troubleshooting approach are extremely important.
  • Ability to analyze Memory dumps of Windows Processes and also the OS
  • Good understanding of Virtualization and hypervisors
  • Hands on experience in analyzing network traces, debug logs, perfmon logs etc is a must.
  • Knowledge of troubleshooting tools - Windows built-in tools, Sysinternal tools(process monitor,process explorer etc) and other 3rd party tools
  • Ability to read and understand C, C++, .net code, knowledge of PowerShell scripting, SQL database and
  • Storage will be a definite plus.


Minimum of 8-12 years experience in a Tech Support environment. Strong understanding of Windows 2003/2008 Servers in a networked environment .Good understanding of Windows Internals. Familiarity with debugging tools like windbg. Basic understanding of C++ and Dot net. Should be proficient in handling tools like perfmon and procmon. Should have excellent verbal and written communication skills.This position will require you to work on night shifts with a potential for extended coverage.


Not disclosed


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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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