Technical Support Engineer

Department: Tech Support

Req ID: R33370

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Technical Support Engineer

  • Nanjing, Jiangsu, China
  • 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 responsible for providing technical assistance on Citrix products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access.

The support focuses on problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent uses fundamental technical troubleshooting skills obtained through performance of the role to isolate, analyze, and provide resolution to customer issues of minimal to moderate complexity, with some general instruction and oversight from team leads and/or management. Qualifies more complex customer issues for assistance from more senior level employees or other vendors

You will support Citrix Networking products like Citrix NetScaler ADC and SDWAN.

Citrix ADC is an industry leading application delivery and load balancing solution that provides a high-quality user experience for your web, traditional, and cloud-native applications regardless of where they are hosted.

Citrix SDWAN is our next-generation WAN Edge solution which delivers flexible, automated, secure connectivity and performance that keeps the workspace always-on.

Primary 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.
  • Performs problem analysis and isolates problems of minimal to moderate complexity, with some instruction from team leads and/or management.
  • Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
  • Publishes articles on relatively straightforward technical support issues in Citrix's online knowledgebase
  • Documents cases, recommendations, and resolutions clearly in the CRM system
  • Participation in a 24x7 on duty rotation is required.
  • Occasionally conduct onsite mission

Qualifications and Requirements

  • Ability to understand technical issues and apply technical concepts.
  • Possesses good problem solving and analytical skills.
  • Strong written and verbal communication skills, as well as listening skills
  • Strong understanding of server administration and networking protocols (such as TCP/IP)
  • An excellent customer service attitude and the ability to interact with customers in a professional manner are required.
  • Ability to receive and utilize constructive feedback

Basic Requirements

  • Bachelor degree or above
  • Certificate of CCNP/CCIE is a strong plus.

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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