Content Collaboration Supportability Engineer

Department: Product Management

Req ID: R31690

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Content Collaboration Supportability Engineer

  • Dublin, Ireland
  • Raleigh, North Carolina, United States
  • Full_time

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

What we're looking for:

The Principal Supportability Engineer is a highly technical and strategic position requiring effective collaboration with Services leadership and Product teams. The focus of this role is to understand from a technical standpoint the most pervasive issues impacting customers’ ability to maintain and adopt Citrix solutions, utilize those insights to drive improvements to our product and technical content with the goal of improving overall customer experience. Additionally, the role also involves effectively communicating customer challenges and Supportability strategies to an executive audience. This is an exciting and challenging position for an individual who is passionate about customer success and wants to help Citrix deliver the best experience in the work place.

Primary Duties / Responsibilities

  • Conduct data and technical analysis to understand product implementation, maintenance and renewal challenges that hinders customer adoption and time to value.
  • Utilize Qualitative (user interviews, surveys, feedback from customer facing teams) and Quantitative data (Tech Support cases, Knowledge Center Article consumption) to analyze and understand customer challenges
  • Discuss pervasive technical issues at the architectural level with Product Management and Engineering, write user stories to address those challenges, test the improvements and manage the timely release
  • Work with the Readiness and Marketing teams to maximize awareness of Supportability solutions, accelerate adoption and maximize impact.
  • Involved in the publication and review of knowledge articles on top Support issues and contributes to internal forums and distribution lists.
  • Develop and deliver presentation to leadership on business trends and progress made on Supportability initiatives
  • Key contributor highlighting support challenges at various cross team meetings between Product, Services and Sales
  • Mentor and up level the technical skillsets of junior team members to promote growth and technical ability
  • Develop an understanding of product supportability efforts among key competitors in order to influence our initiative and strategy to show Citrix as a clear differentiator.

Qualifications

  • Demonstrates deep technical understanding in core Citrix solutions, and foundational technologies.
  • Has been involved with designing, deploying and supporting Virtualization and Networking solutions for Citrix Enterprise customers.
  • Has a proven understanding of business operations for Enterprise customers, particularly in the realm of delivering applications and data to end-users, while maximizing productivity and customer value.
  • Understanding of Software Development Lifecycle and Agile methodologies
  • Demonstrates strong, independent problem-solving skills and ability to be both strategic and hands-on.
  • PowerPoint and Excel expert with ability to create extensive reports (Pivots, Vlookups, Macros). 
  • Experience presenting to wide ranging audiences, including internal stakeholders, Webinars, trainings, and customer visits. Presentations at trade shows and industry events are a plus.

Functional / Technical Requirements

  • Bachelor's degree in business and/or technology-related field(s).
  • Must have 5+ years deploying, administering, and/or supporting Citrix products.
  • Citrix Virtualization or Networking certifications required with first 6 months.
  • Contribution to product collateral and white papers, able to present technical information to a variety of audiences, both technical and non-technica

Functional Area:


 

Product Management


What you’re looking for:
Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process. 

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within. 

The Benefits
We offer a competitive total rewards package* that includes:

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Education assistance
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!

**Please note that benefits may vary based on location.

President Biden released an Executive Order stating that federal contractors must require COVID-19 vaccinations for all US employees. As a company that works on federal contracts, we have a legal requirement to comply with the Executive Order. To be considered for this career opportunity, you must be fully COVID-19 vaccinated or have an acceptable medical or religious accommodation. Learn more about our COVID-19 policies.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com for assistance.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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