Escalation Engineer

Department: Tech Support

Req ID: R32101

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Escalation Engineer

  • Ft Lauderdale, Florida, United States
  • Alpharetta, Georgia, United States
  • Remote, Georgia, United States
  • 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:

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

Job Description

We are seeking talented engineers to join our Citrix Cloud Escalation team. We believe that the customer comes first and, you will be instrumental in providing a world-class customer service experience to our customers and partners. We actively resolve highly sophisticated cases raised by our Frontline engineering team on Citrix Cloud products, services and related matters. You will utilize your sleuthing skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is challenging but, the partnership makes this opportunity one that is very rewarding.

Responsibilities:

  • We provide technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.
  • You will perform advanced problem analysis and isolate problems of moderate to high complexity, with little instruction from team leads and/or management.
  • We believe in education so you will document cases, recommendations, and resolutions clearly in the CRM system (Salesforce).
  • You will participate in an on call rotation with transfer of cases to other geo’s in a ‘follow the sun’ methodology.

Requirements:

  • Minimum of 4 years of IT support experience.
  • Experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture.
  • Understanding of networking protocols, security technologies, and topography.
  • Basic understanding of Databases (SQL preferred) and SAN technologies for this role.
  • General knowledge of scripting (PowerShell etc) or introductory coding knowledge.
  • You should have a deep understanding of OS Internals.
  • Experience with designing / architecting mid to enterprise level solutions.

Preferred Skills

  • Website troubleshooting: IIS, Azure Web Apps, HTML, JS, REST API, Tomcat/Java, Docker.
  • Microsoft Azure Solutions Architect certification or related experience.
  • AWS Associate Solutions Architect certification or related experience.
  • Identity and Authentication, SSO/Federation, AD, OAuth, API-token, Cookie-based authentication.
  • Network Trace Analysis.
  • Experience in lowcode / nocode platforms
  • Android / iOS troubleshooting
  • Application debugging experience: GDB/LLDB/Debugging Tools for Windows (WinDbg/CDB/KDB), IDE (VS/Xcode), SQL Profiler, Sysinternals, Volatility etc.

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us. 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.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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
  • 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.

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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