What are the responsibilities and job description for the Senior Escalation Engineer position at Cloud Software Group, Inc.?
About Cloud Software Group
Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world's largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done - from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks. Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.
We are seeking talented engineers to join our Citrix Cloud escalation team. We believe that the customer comes first and, you will be instrumental in providing a premier 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. You will utilize your sleuthing skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is challenging but, the partnership makes this opportunity one that is very rewarding.
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 problems of moderate to high complexity, with little instruction from team leads and/or management.
Published articles on moderately complex technical support issues in Citrix's online knowledge base, and reviews others articles.
Take your deep technical and product expertise, and combine it with your understanding of our customer's needs to solve their complex business challenges.
We believe in education so you will document cases, recommendations, and resolutions clearly in the CRM system (Salesforce).
You will participate in an on-call and shift rotations with transfer of cases to other geographies in a follow the sun methodology.
Requirements:
We are looking for a minimum of 4 years of IT support experience.
You need experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture.
You will have a working understanding of networking protocols, security technologies, and topography.
We need you to have a basic understanding of Databases (SQL preferred) and SAN technologies for this role.
In order to provide premier support you need general knowledge of scripting (Powershell etc) or introductory coding knowledge.
You should have a deep understanding of OS Internals.
Preferred Skills
Website troubleshooting: IIS, Azure Web Apps, HTML, JS, REST API, Tomcat/Java, Docker.
Microsoft Azure Solutions Architect certification or related experience.
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
Experience troubleshooting Android / iOS troubleshooting
Application debugging experience: GDB/LLDB/Debugging Tools for Windows (WinDbg/CDB/KDB), SQL Profiler, Sysinternals etc.
Cloud Software Group 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 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.
