Lead Technical Support Engineer - Networking

Department: Tech Support

Req ID: R31589

Apply Now

Lead Technical Support Engineer - Networking

  • Ft Lauderdale, Florida, United States
  • Alpharetta, Georgia, 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!

Position Overview

The Lead Technical Support Engineer is responsible for providing technical assistance for Citrix products to customers via phone, email, and other channels as appropriate. The position focuses on in-depth problem analysis of Citrix products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues. Customer size can range from Small businesses to Large Enterprises.

Role Responsibilities

  • Provides technical assistance on Citrix products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access, and other appropriate channels
  • Performs sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management
  • Achieves and adhering to established Service Level Agreements and Key Performance Indicators
  • Validates and qualifies sophisticated customer issues and business impact which may require collaboration with more senior-level team members or other vendors
  • Gives to the Citrix knowledgebase in the form of new or updated technical articles/documents passionate about issue resolution or prevention
  • Documents cases, recommendations, and resolutions clearly in the CRM system
  • Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments
  • Some weekend work may be required.

Basic Qualifications

  • Requires a University Degree or equivalent experience and minimum of 5-7 years of prior relevant experience
  • 5+ years supporting end-users in the Networking field
  • Developed a strong practical understanding of the OSI Model and common networking protocols.

Preferred Qualifications

  • Acquired an industry certification (CCNA, CCNP, Network+)
  • Solid understanding of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
  • Solid understanding of Load Balancers (NetScaler, F5, Cisco CSS)
  • Solid understanding of Network Operating Systems (IOS, CatOS, JunOS)
  • Solid understanding of Layer 4-7 load balancing and SSL acceleration

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.

Apply Now

Not You?

You are now being redirected to complete your application