Senior Escalation Engineer - Networking

Department: Tech Support

Req ID: R34326

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Senior Escalation Engineer - Networking

  • Remote, Ireland
  • 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:

Does the opportunity to solve complex network deployment and in-depth problems excite you?

We have secured a multi-million dollar investment into our newly-established Digital Hub in Dublin. Last year we announced the launch of 150 new jobs across a number of key departments and have been expanding across each region. This is a fantastic opportunity to join a renowned, growing and profitable global software organisation and play a critical part of our exciting journey to the Cloud!

About the Job:

You will be part of a highly skilled, experienced and dynamic Escalation team who focuses on in-depth problem investigation of Citrix networking products, such as Citrix NetScaler, NetScaler Access Gateway & NetScaler SD-WAN and their integration into enterprise-wide mixed environments.

NetScaler is the industry’s leading web and application delivery controller that enhances the performance and availability of all applications and data, and offers secure remote access at any time, from anywhere, on any device. Today Approx. 75% of all web traffic goes through a NetScaler.

What you will be doing as a Senior Networking Escalation Engineer:

  • Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development -by providing clear issue documentation and by building productive working relationships with senior-level players in their area of expertise.

  • Resolve the most technically complex, critically important or politically hot customer issues.

  • Independently de-escalate / defuse complex customer situations by using appropriate communication planning and follow-through that helps drive confident communication.

What we're looking for:

  • Deep experience in a Tech Support environment including a minimum of 2-3 years within an Escalation-level team collaborating with Engineering to resolve problems within Enterprise-level customer environments.

  • Strong logical/critical thinking and problem resolution skill.

  • Practical understanding of the OSI model (1 to 7), common protocols (such as TCP/IP, NAT, DHCP, DNS etc.) and AAA authentication (LDAP, Kerberos, SAML).

What we offer:

  • Working space – 7million investment in newly refurbished offices!

  • Facilities – Breakfast & Lunch, Full Canteen, Xbox, Ping Pong table, Relaxation Rooms, Free Car Parking!

  • Culture – Fun, vibrant and inclusive

  • Our Values – Integrity, respect, curiosity, courage and unity

  • Sports & Social – Monthly events like concerts, wine tasting, sports events and more!

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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