Escalation Engineer - Virtualization

Department: Tech Support

Req ID: R33995

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Escalation Engineer - Virtualization

  • San Francisco, Heredia, Costa Rica
  • 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're looking for an outstanding Escalation Engineer. You will provide an extraordinary customer service experience by problem identification and resolution on Citrix Virtual Apps and Desktops. Do you have 5 years of proven ability in Enterprise support team and have strong critical thinking and problem resolution skills? Then we'd love to speak with you!

Position Summary

Working as the last point of escalation, you will apply your problem-solving skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast, and the job is exciting, and the teamwork makes this opportunity one that is very rewarding.

Primary Responsibilities

Independently defuses sophisticated customer situations by using appropriate communication planning and follow-through that helps drive confident communication.

Independently resolve the most technically complex, critically important, or politically hot customer issues.

Be an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation and using productive multi-functional working relationships with senior-level players in their area of expertise.

Provides problem report prioritization for Engineering in at least one Citrix Software product.

Collaborate with other teams to write & review sophisticated technical articles and case studies for the knowledgebase using the customer reported cases, product specifications, and multifaceted experience.

Act as an authority in at least one of our Citrix Software products and demonstrates a solid grasp of at least one adjacent product.

Develop and review advanced technical training for internal and external audiences across multiple products or components.

Participation in a 24x7 on-call rotation.

Participate in projects as a collaborator or sub-team leader.

Basic Qualifications

Bachelor of Science in Computer Science or 5+ years of demonstrated ability in a Tech Support environment including a minimum of 2-3 years within an Escalation-level team collaborating with Engineering to resolve problems within Enterprise-level customer environments.

English professional proficiency with strong written and verbal communication skills, to be able to connect with senior management.

Active Directory, Group Policies, and Windows Server Architecture.

Networking: Load balancing, Routing, switching, VLAN, Firewall, DMZ etc. Common protocols (such as TCP/IP, NAT, DHCP, DNS etc.)

Virtualization: XenServer, VMware ESXi, Nutanix AHV, and/or Microsot HyperV

Debugging, troubleshooting, and diagnostic tools experience: WinDBG Dump analysis, WPR, Perfmon, Systernals, Event Logs and/or others.

Storage basic: NFS, Block Storage, Object Storage, replication, backup, iSCSI, Fiber Channel, RAID, disk technologies or Solid grasp of Linux operation system (boot process, iptables, cron, udev, nfs, etc.) or Virtualized GPU Basics on-premises (XenServer, VMware ESX, Nutanix AHV, Microsoft HyperV) and/or Cloud (AWS, Azure or GCP): Nvidia vGPU, AMD MxGPU, Intel GVT, Dedicated GPUs (passthrough), virtual GPUs, hardware and software encoders and decoders, H.264/H.265, JPEG, RLE, YUV420, YUV444, FPS.

Preferred Qualifications

  • AWS, Azure, GCP and/or other Cloud solution provider

  • Desktop solutions and support.

  • General knowledge of scripting (PowerShell, Shell, Python, or Perl Scripting languages) or introductory coding knowledge.

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.

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

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