Escalation Engineer - Windows

Department: Tech Support

Req ID: R32918

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Escalation Engineer - Windows

  • 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 windows (both client & Server OS) as well as Linux networking (DNS / DHCP / IP) and basics networking knowledge, including TCP / UDP / SSLN.  You are comfortable working in troubleshooting / debugging ASP.NET based multi-tenant cloud services, and have solid understanding Windows.

Ideally, you have also obtained industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge 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 guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.

Role Responsibilities

  • Work on customer-based software problems dealing with both Technical Support & Development Teams
  • Create and maintain tools / plugins / software for the Citrix Files family of products.
  • Get involved in some or all phases of the tools / plugin / software development and release cycle that include design, coding, code reviews, troubleshooting and debugging, installation, software maintenance and testing.
  • Maintain a focus on customer requirements and project objectives while mitigating project and product risk.
  • Must be self-motivated and able to work in a team environment with limited supervision.
  • Must be able to provide direction to the Global Tech Support Teams (in all Geos) on crash analysis, advanced debugging, programming examples, code training and complex code change explanations.  Additionally, you may be required to write complex technical articles (white papers) and sample code for the knowledge base.
  • May have worldwide travel requirements to remote Citrix offices to train Global Escalation Engineers on advanced troubleshooting and debugging techniques
  • Function as Development Analysis Engineer for Citrix Files family of products.
  • Use programming language skills to develop temporary workarounds to complex customer situations
  • Ability to assess and work as part of the team on feature changes and code fix recommendations for Citrix products.
  • Work with Engineering to define product enhancements that are critical to system performance and problem resolution
  • Work on software problems dealing with both the Escalation as well as Development Teams

Basic Qualification

  • BS or BA in Computer Science, Information Systems, Engineering, Mathematics , Physics, Statistics or related technical discipline experience preferred
  • 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.
  • Minimum of 4 to 7 years of experience in troubleshooting and debugging
  • Proficient in C#, with a strong knowledge of Web API, Entity Framework
  • Experience in developing / debugging ASP.NET based multi-tenant cloud services
  • Understanding of data models using SQL database/NoSQL data store
  • Exposure to Data Structures and Algorithms design
  • Exposure to developing / debugging modern Micro services
  • Exposure to any cloud platform – Azure, AWS or GCP
  • Excellent written and oral communication skills – specifically the ability to explain technical concepts in plain English.
  • Looking for proactive team player who is solution oriented with a common sense approach

Preferred Certifications:

Citrix / MicroSoft / VMware

Citrix XenApp / XenDesktop working knowledge

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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