Escalation Engineer

Department: Tech Support

Req ID: R29843

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Escalation Engineer

  • Bangalore, Karnataka, India
  • 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:

You have a three year university degree, combined with at least four years of tech support experience in a large enterprise environment.

You have obtained working knowledge of Networking (both client & Server OS) and good networking knowledge, including TCP / HTTP / SSLN/ DNS / WAN. You are comfortable working in understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols.

Ideally, you have also acquired industry certifications in the areas of Virtualization and/or Cloud, which includes shown understanding of AWS / Azure / ESXi.

If this sounds like you, we would love to speak to you right away.

Position Overview

The Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution. Uses advanced technical troubleshooting skills acquired through multifaceted experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most sophisticated customer issues for assistance from the partner concern team or other vendors.

Role Responsibilities-

  • We provide technical assistance on Citrix products to customers via phone, email and/or remote access.
  • Performs advanced problem analysis and isolates problems on high complexity issues, with little or no instruction from team leads and/or management.
  • Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
  • Publishes articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles
  • Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases advanced from less senior engineers
  • You should take part in Hiring (Technical Panel) & Mentor new hire

Required Skills–

  • BS or BA in Computer Science, Information Systems, Engineering, Mathematics, Physics, Statistics or related technical subject area experience preferred
  • Proven track record in C# backend development and debugging using Microsoft .NET
  • You should have strong understanding of secure Web application delivery
  • A strong proven understanding of the TCP/IP protocol stack.
  • You should have good understanding of application layer protocols.
  • Knowledge of Layer 4-7 load balancing and SSL acceleration technologies
  • Good to have the experience like Load Balancers (e.g. Citrix Netscaler, Foundry ServerIron, Alteon, F5 BigIp, Cisco CSS).
  • WAN Optimizers (e.g. Citrix CloudBridge, Riverbed Steelhead, Cisco WAAS)
  • Experience working with multi-tiered application design and development, as well as, experience with debugging techniques and tools required, including the ability to analyze and debug dump files, network and stack traces.

Preferred Certifications:

Citrix / CCNA Certification

Citrix Netscaler solid grasp

Virtualization / Cloud working knowledge (AWS / Azure / ESXi)

Functional Area:

Tech Support


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
  • 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.

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.

At this time, we are requiring personnel entering a Citrix office, traveling for business or attending a Citrix event to be fully vaccinated against COVID-19. If you choose to remain unvaccinated based on a specific medical need or a sincerely held religious belief and need to access our offices, Citrix will work with you to provide you with reasonable accommodation where possible. Learn more about our COVID-19 policies.

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

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