Escalation Engineer

Job Description

What were looking for:

You have a three year university degree, combined with at least four 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 d love to speak to you right away.

Position Overview

The 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 guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained 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.

Role Responsibilities

• Work on customer-based software problems dealing with both Technical Support Development Teams

• Create and maintain tools / plugins / software for the Citrix Files family of products.

• Get involved in some or all phases of the tools / plugin / software development and release cycle that include design, coding, code reviews, troubleshooting and debugging, installation, software maintenance and testing.

• Maintain a focus on customer requirements and project objectives while mitigating project and product risk.

• Must be self-motivated and able to work in a team environment with limited supervision.

• Must be able to provide direction to the Global Tech Support Teams (in all Geos) on crash analysis, advanced debugging, programming examples, code training and complex code change explanations. Additionally, you may be required to write complex technical articles (white papers) and sample code for the knowledge base.

• May have worldwide travel requirements to remote Citrix offices to train Global Escalation Engineers on advanced troubleshooting and debugging techniques

• Function as Development Analysis Engineer for Citrix Files family of products.

• Use programming language skills to develop temporary workarounds to complex customer situations

• Ability to assess and work as part of the team on feature changes and code fix recommendations for Citrix products.

• Work with Engineering to define product enhancements that are critical to system performance and problem resolution

• Work on software problems dealing with both the Escalation as well as Development Teams

Basic Qualification

• BS or BA in Computer Science, Information Systems, Engineering, Mathematics , Physics, Statistics or related technical discipline experience preferred

• Experience working with multi-tiered application design and development, as well as, experience with debugging techniques and tools required, including the ability to analyze and debug dump files, network and stack traces.

• Minimum of 4 to 7 years of experience in C# backend development and debugging using Microsoft .NET

• Load Balancers (e.g. Citrix NetScaler, Foundry ServerIron, Alteon, F5 BigIp, Cisco CSS).

• Web Application Firewalls (e.g. Citrix NetScaler, Imperva, Akamai)

• SSL VPN solutions (e.g. Citrix NetScaler Gateway, Juniper SA Series, Cisco SSL VPN) WAN Optimizers (e.g. Citrix CloudBridge, Riverbed Steelhead, Cisco WAAS).

• Network monitoring and management (e.g. nagios, mrtg/rrd, SNMP).

• Sniffers and Protocol Analyzers (e.g.Wireshark, tcpdump, ethereal).

• Knowledge of Security technologies (e.g. SSL/TLS, VPNs, Firewall, IDS/IPS).

• Knowledge of routing protocols (RIP, OSPF, BGP) and switching technologies

• 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 secure Web application delivery

• A strong working knowledge of the TCP/IP protocol stack.

• A strong working knowledge of application layer protocols.

• Knowledge of Layer 4-7 load balancing and SSL acceleration technologies.

Preferred Certifications:

Citrix / CCNA Certification Citrix NetScaler working knowledge Virtualization / Cloud working knowledge ( AWS / Azure / ESXi )

Keyskills :
windowstechnical support active directorytroubleshooting mailssl vpn f5 bigipclient server