Lead Escalation Engineer - Cloud/Virtualization

Department: Tech Support

Req ID: R31396

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Lead Escalation Engineer - Cloud/Virtualization

  • Remote, Alabama, United States
  • Remote, Alaska, United States
  • Remote, Arkansas, United States
  • Remote, Connecticut, United States
  • Remote, Delaware, United States
  • Remote, Florida, United States
  • Alpharetta, Georgia, United States
  • Remote, Georgia, United States
  • Remote, Idaho, United States
  • Remote, Illinois, United States
  • Remote, Indiana, United States
  • Remote, Iowa, United States
  • Remote, Kansas, United States
  • Remote, Kentucky, United States
  • Remote, Louisiana, United States
  • Remote, Maine, United States
  • Remote, Maryland, United States
  • Remote, Massachusetts, United States
  • Remote, Michigan, United States
  • Remote, Minnesota, United States
  • Remote, Mississippi, United States
  • Remote, Missouri, United States
  • Remote, Montana, United States
  • Remote, Nebraska, United States
  • Remote, Nevada, United States
  • Remote, New Hampshire, United States
  • Remote, New Jersey, United States
  • Remote, New Mexico, United States
  • Remote, New York, United States
  • Remote, North Carolina, United States
  • Remote, Ohio, United States
  • Remote, Oklahoma, United States
  • Remote, Oregon, United States
  • Remote, Pennsylvania, United States
  • Remote, South Carolina, United States
  • Remote, South Dakota, United States
  • Remote, Tennessee, United States
  • Remote, Texas, United States
  • Remote, Utah, United States
  • Remote, Vermont, United States
  • Remote, Virginia, United States
  • Remote, Washington, United States
  • Remote, Washington, D.C., United States
  • Remote, West Virginia, United States
  • Remote, Wisconsin, 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 Summary

Responsible for the analysis, qualification and ownership of high business impact & politically charged support cases with VP level visibility. Responsible for the review of Escalation team case backlog providing technical and case management advice to junior members of the team using established relationships with other teams including Engineering, Sales, Consulting and outside Vendors.

Job Description

Do you love taking on hard-to-solve technical problems? Are you passionate about gaining exposure to exciting products? Are you looking for an opportunity that provides professional growth and learning? Would you like to work for one of the most creative companies around? If this sounds like you. Then look no further.

You will provide our Citrix Cloud customers with implementation advice, helping to accelerate on their cloud journey. This team is responsible for the successful adoption of all our SaaS products, including Citrix DaaS, Citrix Application Delivery and Security service, Citrix Secure Private Access, and Citrix Content Collaboration. In this role, we'll set our customers on the right path for their solution implementations, and work with other Citrix teams as the Cloud technical authority

Primary Responsibilities

  • You will develop and complete automated & scripted customer simulation for specific configurations based on customers’ server workloads.

  • Handle top priority cases for top-most customer segment.

  • Works as a sophisticated technical resource during technical on-site engagements.

  • Validates and qualifies sophisticated customer issues and business impact which may require collaboration with more senior level team members or other vendors

  • Subject Matter Authority to help resolve the most technically sophisticated, critical or politically hot customer issues.

  • Acts as a subject matter authority in at least one core Citrix product and demonstrates a proven technical understanding of the entire Citrix Delivery Center.

  • Develops and reviews sophisticated technical training for internal and external audiences across multiple products or components.

  • Participates on interview team and in training of new team members.

  • Participates as part of the on-call rotation.

Qualifications

  • Bachelor of Computer Science or equivalent experience.

  • 9+ year’s hands-on troubleshooting experience with Citrix or similar products, which includes 5+ years’ experience interfacing with Engineering and Product Management teams.

  • Good understanding of Windows architecture and infrastructure including but not limited to windows terminal services, Active Directory, DNS, DHCP, memory analysis, hypervisors

  • Outstanding level of professional verbal and written communication that will translate well in a fast-paced business setting.

  • Citrix Cloud/Virtualization certifications are a plus

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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