Technical Support Engineer - Virtualization

Department: Tech Support

Req ID: R31805

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Technical Support Engineer - Virtualization

  • San Francisco, Heredia, Costa Rica
  • 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:

We're looking for an outstanding Technical Support Engineer! You love solving problems and enjoy learning new technologies. You have 2 years supporting end users, as well as, providing Microsoft Windows server support. You have developed a strong practical understanding of the Active Directory and common networking protocols.

If you also have industry certifications (MCSE, MCA, or CCA), have 2+ years of supporting enterprise customers in the Virtualization field, we’d love to speak with you!

Position overview

The Tech Support Engineer is responsible for providing technical assistance to our customers via diverse channels as appropriate for our Citrix Cloud, Citrix Virtual Apps, and Citrix Virtual Desktops. You will focus 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 their issues. Customer size can range from Small Business to Large Enterprise.

Primary responsibilities

Provides technical assistance on Citrix products to customers of small to medium size, scope, and/or complexity - via phone, email and/or remote access, and other appropriate channels.

Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.

Achieves and adheres to established Service Level Agreements and Key Performance Indicators.

Validates and qualifies sophisticated customer issues and business impact which may require collaboration with more senior level team members or other vendors.

Contributes to the Citrix knowledgebase in the form of new or updated technical articles/documents passionate about issue resolution or prevention.

Details cases, recommendations, and resolutions clearly in the CRM system.

Guarantee the work performed meets the quality standards within acceptable time schedules and customer commitments.

Some weekend work may be required.

Basic qualifications

  • Requires practical knowledge of Virtualization, Windows Server, Active Directory and common networking protocols.

  • University Degree or equivalent experience and minimum 2 years of relevant experience; relevant internships and graduate course work will be taken into account.

  • English professional proficiency with excellent verbal and written communication skills.

Preferred Qualifications

Industry certifications: MCSE, MCA, or CCA

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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