Manager, Tech Support - II

Department: Tech Support

Req ID: R31267

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Manager, Tech Support - II

  • 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 will be Manager & responsible to identify critical initiatives like tools and training projects that will benefit larger TS teams and to meet strategic product or functional group goals by providing leadership, resources and support a team of individual contributors and leads to deliver value to internal and external customers.

Position Summary -

Support Manager will have to do an integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and provide resolution to customer issues. Supervisory functions may include, but are not limited to, prioritizing and assigning tasks for effective use of team resources; implementing projects in accordance with project plans and budgets; responding to more complex, escalated inquiries from team members; and checking the quality of their work.

Role & Responsibilities –

  • The successful candidate will be experienced in leading and developing a support team within a product support environment
  • This position will oversee the team’s active case workload and provide guidance where required with a focus on a high-quality world-class customer experience.
  • Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution.
  • Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives
  • Monitors and reviews live support calls and provide constructive feedback to the Support Engineer and Management
  • Identifies team and individual training needs and assist in driving the delivery of these training initiatives
  • Mentors and coaches Technical Support Engineers, soft skills, case management, technical skills, etc.
  • Monitors inbound work item coverage and ensures workforce availability to process these work items
  • Participates and leads hiring to get the best available talent
  • Willingness and ability to obtain beginner level Citrix Certification within 6 months of service
  • Should be open to work in 24/7 shift model. Must be available to work weekends and holidays on an on call or rostered shift basis.

Qualification (Knowledge & Skills)-

  • Proven experience managing customer escalations within a Technical Support environment.
  • Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
  • Prior experience working for a global IT vendor in a similar role
  • Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually
  • Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs
  • Must be motivated by challenges, results driven, and able to recommend multiple solutions for a problem
  • Strong negotiation and difficult conversation skills for leading critical discussions and setting customer expectations
  • Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)

Requirements –

  • Three years bachelor regular degree
  • Must have a minimum of 10 years of enterprise experience in a technical support environment with 1 - 2 years of people management experience
  • Broad technology base with emphasis on mobile solutions, virtualization, networking and/or storage is a plus.
  • Ability to work both independently and well with others and needs to be experienced in delivering results with a focus on customer happiness
  • Must have experience successfully handling difficult situations, both politically and technically
  • Possesses strong logical and structured problem solving and analytical ability
  • Strong written and verbal communication skills as well as excellent listening skills

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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