The Customer Success Support team focuses on in-depth problem analysis of Citrix networking products, such as Citrix ADC, Citrix Gateway, Citrix SD-WAN, Citrix ADM and their integration into enterprise-wide mixed environments.

We are seeking an experienced Escalation Engineer to join our Escalation Engineering team. This individual will provide a world-class customer service experience to customers and partners in problem identification and resolution on Citrix ADC. Furthermore, individuals will utilize troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries.

Primary Duties / Responsibilities:

• Resolve the most technically complex and mission-critical customer issues.
• Take ownership of complex customer escalations by using appropriate communication planning and follow-through that helps drive confident communication.
• Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development -by providing clear issue documentation and by leveraging productive cross-functional working relationships with senior-level players in their area of expertise.
• Provides problem report prioritization for Engineering in at least one core Citrix product.
• Act as an SME (Subject Matter Expert) in at least one core Citrix product and demonstrates a solid understanding of at least one adjacent product
• Mentor junior members of the team around technical case management
• Collaborate with other teams to write & review complex technical articles and case studies for the knowledgebase leveraging the customer reported cases, product specifications, and wide-ranging experience.
• Develop and review advanced technical training for internal and external audiences across multiple products or components.
• Refine existing project management skills through participation in projects as a stakeholder or sub-team leader

• Possesses strong logical/critical thinking and problem resolution skill.
• Strong written and verbal communication skills, to be able to communicate with senior management.
• Expert understanding of the OSI model (how different devices, protocols, and applications can interoperate to provide a network)
• Demonstrated experience in an Escalation-level team collaborating with Engineering to resolve problems within Enterprise-level customer environments.

A successful candidate will have experience in the following areas:

• Linux operation system (boot process, iptables, cron, udev, nfs, etc.).
• Load balancing, Routing, switching, VLAN, firewall, etc.
• Common protocols (such as TCP/IP, NAT, DHCP,DNS etc.)

Experience in the following areas is highly desirable:

• CCNA or equivalent certificate. CCNP a strong Plus
• Certificate of MCSE or CCIE is a strong plus.
• AWS, Azure and other Cloud solution provider.
• Shell, Python, or Perl Scripting languages
• Firewall/DMZ configuration
• Proficient in French or German, a plus but not mandatory