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!
The Technical Support Engineer is responsible for providing technical assistance for Citrix products to customers via phone, email, and other channels as appropriate. The Engineer 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 Business to Large Enterprise.
Primary Duties / Responsibilities
Provides technical assistance to customer while adhering to established Service Level Agreements and Key Performance Indicators
Performs problem analysis and isolates problems with general oversight or instruction from Technical Leads or Management
Responsible for efficient and effective case management while adhering to established standard operating procedures for case documentation, customer follow up, troubleshooting, research, Lab repro etc.
Responds to inbound work items via phone, email, and other channels as appropriate
Contributes to the Citrix knowledgebase in the form of new or updated technical documents focused on issue resolution or prevention
Validates and qualifies complex customer issues and business impact which may require collaboration with more senior level team members or other vendors
Through Citrix Individual Development programme, you will be required to obtain an advanced Citrix certification within 1 year of service which will be sponsored by Citrix.
Qualifications & Requirements (Knowledge, Skills, Abilities)
Strong written and verbal communication skills as well as excellent listening skills
Ability to understand technical issues and apply technical concepts and troubleshooting methodology
An excellent customer service attitude and the ability to interact with customers in a professional manner
Ability to receive and utilize constructive feedback
Strong team player who aligns with the Citrix Core Values
Self-driven and eager to keep learning about new technologies and developments and be agile with changes to the platform and environment.
Industry experience between 1-4 years and at least one-year experience in a technical support environment or equivalent field experience is a plus.
Understanding of Linux/Unix (LVM, NFS, CIFS , Open iSCSI, IPtables, Cron, ext3, boot process, RPM installation, Log file analysis)
Understanding of virtualization concepts (XenServer,VMWARE/ KVM/HyperV/VirtualBox)
Candidate should have experience on isolating and troubleshooting Linux OS, High CPU, memory utilization, application crash.
Understanding of networking / Basic windows
IP addressing and subneting, NAT concept, VLANs, Routing and Switching fundamentals, The TCP/IP and OSImodels, LAN/WAN technologies.
Basic knowledge of Windows Operating System. Basic understanding of Windows AD domain, DNS, DHCP, etc
Good to have expertise on underlying hypervisor - Citrix Hypervisor,
Citrix, Industry related certifications or Cloud certifications are a plus
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.
We offer a competitive total rewards package* that includes:
**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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