About This Team:
We are committed to delivering exceptional customer service by fostering a culture of collaboration, expertise, and accountability. Through the consistent application of deep technical knowledge and solution-oriented thinking, we aim not only to resolve complex issues but also to build and sustain strong, long-term partnerships with our customers. Our team operates with a focus on timeliness, accuracy, and strategic insight—ensuring that every recommendation we provide aligns with both immediate needs and long-term goals. By maintaining a high standard of excellence, we reinforce our reputation as a trusted and dependable Escalation team.
The Lead Escalation Engineer plays a critical role in the analysis, qualification, and ownership of high-impact, politically sensitive support cases—often with visibility at the executive (VP) level. This role also includes oversight of the Escalation team’s case backlog, providing both technical guidance and case management mentorship to junior team members. The Lead Escalation Engineer also collaborates closely with cross-functional stakeholders, including Engineering, Sales, Consulting, and external vendors, to drive resolution and deliver a seamless support experience.
Job Description/Responsibilities:
- Drives and/or coordinates cross team and cross vendor communications with the goal of aligning the required resources to resolve customer technical issues that span multiple products and vendors.
- Is sought after by management and peers to help resolve the most technically complex, mission critical or politically hot customer issues.
- Act as an SME (Subject Matter Expert) in at least one or more core Citrix products and demonstrates a solid technical understanding of the Citrix Delivery suite.
- Extensively analyzes problems to seek understanding of the root cause of the problem.
- Develop and review advanced technical training for internal and external audiences across multiple products or components.
- Plays a key role in the interview and training of new team members.
- Responsible for providing guidance, coaching and training to other employees across the Company within area of expertise.
- May participate in a 24x7 on-call rotation.
- Required Experience/Skills:
- Requires a high level of knowledge of multiple job areas typically obtained through advanced education combined with experience.
- Must possess a Bachelor of Science in Computer Information Systems or equivalent advanced industry certifications.
- Must have minimum 9 years hands-on troubleshooting experience with Citrix products that includes 5 years with the Escalation team interfacing with the Engineering and Product Management teams.
- Previous experience as a Senior Escalation Engineer or higher preferred.
- Citrix product certifications preferred.
- Optional Experience/Skills:
- additional languages
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.
