We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!
What we're looking for:
Content Collaboration & Endpoint Management Support Engineer
You will be a Support Engineer within our Content Collaboration & Endpoint Management Support team. We believe that the customer comes first and, you will be instrumental in providing a premier customer service experience to our customers. We actively resolve highly complex cases raised on the Citrix Software products and work on product-related matters. You will utilize your investigating skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is challenging but the partnership makes this opportunity one that is very rewarding. Being part of the team means collaborating as part of a larger group to solve issues and provide an excellent experience to our customers.
Primary Duties / Responsibilities
• Provide Technical assistance for Citrix Content Collaboration and Citrix Endpoint Management software products to customers of large size, scope and/or political complexity – via phone, email and remote access.
• Self-prioritize work items based on customer requirements and minimal guidance.
• Develop a deep technical understanding of the Citrix Content Collaboration and Citrix Endpoint Management products
• Collaborate with other team members of the team as needed, to troubleshoot and resolve specific customer issues.
• Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams - by providing clear issue documentation and by leveraging cross-functional working relationships in their area of expertise
• Provides problem report prioritization for the Engineering team.
• Write & review complex technical articles and case studies for the knowledge base, leveraging the customer reported cases, product specifications, and previous experience.
• Build SME (Subject Matter Expert) expertise in at least one of the Citrix Software products and develop an understanding of the wider Software product suite.
• Participation in a 24x7 on-call rotation
• Opportunity to develop project management skills through participation in projects
Requirements (Education and Experience)
What we offer:
Preferred Skills
