Senior Escalation Engineer

Job Description

Do you love tackling hard-to-solve technical problems? Are you passionate about gaining exposure to exciting products? Are you looking for an opportunity that provides professional growth and learning? Would you like to work for one of the most creative companies around?

You will provide our Citrix Cloud customers with implementation advice, helping to accelerate on their cloud journey. This team is responsible for the successful adoption of all our SaaS products, including Workspace, Apps and Desktops, Networking, Content Collaboration, Endpoint Management, and Microapps. In this role, we'll set our customers on the right path for their solution implementations, and work with other Citrix teams as the Cloud technical authority.

Primary Responsibilities

• You will develop and execute automated & scripted customer simulation for specific configurations based on customers' server workloads.
• Handle top priority cases for top-most customer segment as part of a sophisticated technical team.
• Works as a sophisticated technical resource during technical on-site engagements.
• Drives and/or coordinates cross team and cross vendor communications to align resources to resolve customer technical issues that span multiple products and vendors.
• Help resolve the most technically complex, mission critical or politically hot customer issues.
• Develops and reviews advanced technical training for internal and external audiences across multiple products or components.
• Participates on interview team and in training of new team members.
• Participates as part of the on-call rotation.

Qualifications

• Bachelor of Computer Science or equivalent experience.
• 4+ year's hands-on troubleshooting experience with Citrix or similar products, which includes 3+ years' experience communicating with Engineering and Product Management teams.
• A love and high level of skill in networking with exposure to NetScaler or other relevant load balancing products (i.e. F5, Brocade, Juniper, Riverbed, Barracuda, etc.).
• Outstanding level of professional verbal and written communication that will translate well in a fast-paced business setting.
• Citrix certifications or industry equivalent certifications are a plus

About Us:

Cloud Software Group is one of the world's largest cloud solution 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-based products to get work done - from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered 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.

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. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please email us at AskHR@cloud.com for assistance.