Senior Escalation Engineer - Citrix DaaS

Department: Tech Support

Req ID: R32853

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Senior Escalation Engineer - Citrix DaaS

  • Dublin, Ireland
  • 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:

Are you an adaptable, customer centric engineer who can help grow our Citrix Cloud escalation team? Our Cloud products allow IT teams to provide anywhere access for any device, and control of virtual machines, apps, licensing and security.

We believe that the customer comes first and, you will be instrumental in providing a world-class customer service experience to our customers and partners. We actively resolve highly complex cases raised by our Frontline engineering team on Citrix Cloud products, services and related matters. We'll give you the tools, learning support and encouragement to apply your problem solving skills to isolate, analyse, and provide resolutions to customer enquiries. The pace is fast and the job multi-faceted, but the knowledge you'll acquire and the partnerships you'll create make this a great career-building opportunity. 

 

Responsibilities: 

 We provide technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access. 

  • You will perform advanced problem analysis and isolate issues of moderate to high complexity.

  •  Knowledge sharing is important to you - we'd like you to spread your understanding by publishng articles on complex technical support issues in Citrix’s online knowledgebase, as well as review other articles. 

  • Take your deep technical and product expertise, and combine it with your understanding of our customer's needs to tackle their sophisticated business challenges. 

  •  We think you'll share our commitment to education so you by documenting cases, recommendations, and resolutions in our Salesforce CRM system. 

  •  You will participate in an on call rotation with transfer of cases to other geo’s in a ‘follow the sun’ methodology. 

 

Requirements: 

  • Deep experience in an enterprise IT support setting. ​

  • Proven experience installing, configuring and administering:  Active Directory, Group Policies, and Windows Server Architecture. 

  • A working understanding of networking protocols, security technologies, and topography and a basic understanding of Databases (SQL preferred) and SAN technologies.  

  •  Some general knowledge of scripting (Powershell etc) or introductory coding knowledge.                          

Nice to have skills: 

  • Website troubleshooting: IIS, Azure Web Apps, HTML, JS, REST API, Tomcat/Java, Docker.        

  • Microsoft Azure or AWS Associate Solutions Architect certification or related experience. 

  • Identity and Authentication, SSO/Federation, AD, OAuth, API-token, Cookie-based authentication. 

  • Azure Platform utilization, AD Authentication and management experience. 

  • Network Trace Analysis. 

  • Experience in lowcode / nocode platforms  

  •  Application debugging experience: GDB/LLDB/Debugging Tools for Windows (WinDbg/CDB/KDB), SQL Profiler, Sysinternals etc.  

 

 

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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