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
You have a three year university degree, combined with at least two years of tech support experience in a large enterprise environment.
You have obtained working knowledge of Networking (both client & Server OS) and good networking knowledge, including TCP / HTTP / SSLN/ DNS / WAN. You are comfortable working in understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols.
Ideally, you have also obtained 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.
Position Summary –
Technical Support Engineer is responsible for providing technical assistance on Citrix products to customers of medium to 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 may assist less senior colleagues, using fundamental technical troubleshooting skills obtained through previous experience to isolate, analyze, and provide resolution to customer issues of moderate to high complexity, with little instruction from team leads and/or management.
Roles & Responsibilities
Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity – via phone, email and/or remote access.
Performs advanced problem analysis and isolates problems of moderate to high complexity, with little 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 Citrix’s 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 escalated from less senior engineers
May participate to weekend follow the fun coverage and occasionally conduct onsite mission.
Ability to obtain advanced Citrix certification within 1 year of service.
Ability to obtain basic major vendor third party certifications
Should have the 4 years degree regular course
Proven ability to work on multiple issues and prioritize work accordingly to business processes
Can do attitude with a strong will to lead by example
Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner
Strong communication and negotiation skill for leading critical discussion and expectation management.
Strong logical/critical thinking and problem resolution skill.
Must have at least two years of experience in a technical customer support environment or field experience.
The individual must have at least 1 year experience with products and technologies in an Enterprise environment.
Excellent communication skills both written and verbal.
Good knowledge with Load Balancers (e.g. Citrix NetScaler, Foundry ServerIron, Alteon, F5 BigIp, Cisco CSS).
• Web Application Firewalls (e.g. Citrix NetScaler, Imperva, and Akamai)
• WAN Optimizers (e.g. Citrix CloudBridge, Riverbed Steelhead, Cisco WAAS)
• Knowledge of Security technologies (e.g. SSL/TLS, VPNs, Firewall, IDS/IPS).
• A solid understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols.
• • A strong working knowledge of the TCP/IP protocol stack.
• Knowledge of Layer 4-7 load balancing and SSL acceleration technologies.
Citrix / CCNA Certification
Citrix NetScaler working knowledge
Virtualization / Cloud working knowledge ( AWS / Azure / ESXi )