Senior Escalation Engineer

About This Team:

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 sophisticated technical troubleshooting skills acquired through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.

Job Description/Responsibilities:

You have a Engineering university degree, combined with at least four years of tech support experience in a large enterprise environment.

You have acquired solid understanding of windows (both client & Server OS) as well as Linux networking (DNS / DHCP / IP) and basics networking knowledge, including TCP / UDP / SSLN.

You are comfortable working in solving problems / debugging ASP.NET based multi-tenant cloud services, and have proven understanding Windows.

Ideally, you have also acquired industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi.

If this sounds like you, we would love to speak to you right away.

Required Experience/Skills:

Preferred Certifications: