Lead Technical Support Engineer

Department: Tech Support

Req ID: R31959

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Lead Technical Support Engineer

  • Nanjing, Jiangsu, China
  • 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 will be 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. 

Position Overview

You will focus on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent may assist less senior colleagues, using fundamental technical troubleshooting skills obtained through previous experience to isolate, analyze, and provide resolution to customer issues of moderate to high complexity, with little instruction from team leads and/or management.
You will qualify more complex customer issues for assistance from the escalation team or other vendors.
This position will mainly support Citrix Daas, including but not limited to  Citrix Virtual App, Virtual Desktop, Citrix CVAD Cloud Service, PVS, Storefront, Citrix Workspace App.

Primary Duties / Responsibilities

  • Provides technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access.
  • Works independently to perform advanced problem analysis and isolate problems of high complexity.
  •  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 complex technical support issues in Citrix's online knowledgebase, reviews others' articles, and contributes on internal forums and distribution lists
  • Documents cases, recommendations, and resolutions clearly in the CRM system, reviews colleague’s cases on regular basis
  • Participates in and contributes to team/department projects
  • Prepares and delivers technical training to peers

Basic Qualifications

  • Demonstrates deep technical understanding in multiple core Citrix product lines and foundational technologies.  Understands the technical interrelationships between the entire Citrix Delivery Center.
  • Obtains advanced major third party certifications
  • Proven track of identifying and developing enhancements to Support process and methodology
  • Must Identify and develop new innovate ways to better service our customers.
  • Strong communication and negotiation skill for leading critical discussion and expectation management.
  • Master Microsoft Windows Active Directory, CA, IIS, Authentication, RDS, SQL
  • Strong understanding of common protocols (such as TCP/IP, HTTP(S), RDS,DHCP, DNS, NTLM, Kerberos etc.)

Requirements (Education, Certification, Training, and Experience)

  • Must have at least three years of experience in a technical customer support environment or field experience. 
  • Proven track record of handling successfully difficult situations
  • Must have Certified Advanced Citrix certification
  • Must have a proven track of contributing to the creation of KB articles
  • Certificate of MCSA, MCSE or CCNA, RECH, LPIC or above is a strong plus.

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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