Job Description
The Escalation Engineer is responsible for
the analysis, qualification and ownership of high business impact and
politically charged support cases working directly with the NetScaler
Engineering team (as needed), while maintaining communication with customers
until resolution and root cause has been established. This team is responsible
for the successful adoption of the entire NetScaler product line while working
with Escalation Engineers in other Citrix business units as needed (on
integration based issues). In this role, the Escalation Engineer will set our
customers on the right path for their solution implementations, and work with
other Citrix teams as the technical Cloud authority.
Primary Responsibilities
Help resolve technically complex, mission
critical or politically hot customer issues using networking packet level
inspection tools (ex: Wireshark, TShark, TCPdump, NetworkMiner, SolarWinds
Network Packet Sniffer…etc.), duties also include the handling of critical
cases for our Priority (top) customer segment. Drives and/or coordinates cross
team and cross vendor communications to align resources that helps resolve
technical issues that span multiple products and vendors. Help develop and
execute automated or scripted customer simulations for troubleshooting Function
as a technical SME resource during on-site engagements (when required).
Participation in our weekend on-call rotation (when required). Develops and
reviews advanced technical training for internal and external audiences across
multiple products and/or components. Participate in the interview of potential
new Escalation members (as part of an interview panel). Function as a
mentor to other junior (non-lead) members. Other Lead level projects and tasks
as required.
Qualifications·
Bachelor of Computer Science or equivalent
experience Working knowledge and familiarity of packet inspection tools and
analyzers (ex: Wireshark, TShark, TCPdump, NetworkMiner, SolarWinds Network
Packet Sniffer…etc.). 9+ year’s hands-on troubleshooting experience with Citrix
or similar products, which includes 5+ years’ experience communicating with
Engineering and Product Management teams. A love and high skill level in
networking with exposure to NetScaler or other relevant load balancing products
(i.e. F5, Brocade, Juniper, Riverbed, Barracuda, etc.). Outstanding level of
professional verbal and written communication that will translate well in a
fast-paced business setting. Citrix certifications or industry equivalent
certifications are a plus.
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.
