Senior Escalation Engineer

Position Overview:
The Senior Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution. Uses advanced technical troubleshooting skills acquired through multifaceted experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most sophisticated customer issues for assistance from the partner concern team or other vendors.

Role Responsibilities:
We provide technical assistance on Citrix products to customers via phone, email and/or remote access.
Performs advanced problem analysis and isolates problems on high complexity issues, with little or no 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 moderately complex technical support issues in Citrixs online knowledgebase, and reviews others articles
Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases advanced from less senior engineers
You should take part in Hiring (Technical Panel) & Mentor new hire

Required Skills:
BS or BA in Computer Science, Information Systems, Engineering, Mathematics, Physics, Statistics or related technical subject area experience preferred
You should have strong understanding of secure Web application delivery
A strong proven understanding of the TCP/IP protocol stack.
You should have good understanding of application layer protocols.
Knowledge of Layer 4-7 load balancing and SSL acceleration technologies
Good to have the experience like Load Balancers (e.g. Citrix Netscaler, Foundry ServerIron, Alteon, F5 BigIp, Cisco CSS).
Experience working with multi-tiered application design and development, as well as, experience with debugging techniques and tools required, including the ability to analyze and debug dump files, network and stack traces.

Preferred Certifications:

CCNA Certification

Virtualization / Cloud working knowledge (AWS / Azure / ESXi)