Senior Escalation Engineer
Citrix
Bengaluru, Karnataka
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:
Escalation Engineer – Virtual App and Desktop Support Team

This role will stretch your analytic skills and your ability to debug the most complex and cutting edge issues on Citrix and Windows based technologies. The escalation team is a global team with focus on supporting our customers. You will be a primary contact, working with our engineering team who sustain our released products. You also have the opportunity to assist in the growth of other Engineers through mentoring, training scenarios and collaboration during problem solving. This will allow the freedom to broadly enable customer self-help by creating leveraged resources, automated self-help solutions, and sharing your expertise via social media. We’ll provide you with abundant resources, including a rich content library, advanced diagnostic tools, and access to other Microsoft experts

In addition to supporting our customers, you will have the opportunity to develop a very successful career through partnering with other areas of the business, and developing new skills in one of the fastest growing areas of technology.

At Escalation Team, we believe that "Every Problem, comes with an Opportunity and Solution". Would you like to join the world’s foremost debuggers who are trusted to enable the success of Citrix solutions worldwide? If yes, then it's your opportunity with highly skilled IT engineers.

Primary Responsibilities

Key technical interface to 3rd level engineering and product development for the resolution of high impact or pervasive issues.
Work with Engineering team on Supportability of product, new enhancement requests related to features and functionality, to improve customer's experience.
Use debugging techniques, tools, analyzing API flow, source code, etc to analyze, suggest or develop code to address issues.
Build Subject Matter Expertise (SME) by periodic involvement during Product development phase, participating in LCM trainings and extensive product use
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
Point of Contact for Complex technical issues escalated to Team though Architects, Consultants, SI's, Technical Relationship Managers, Internal Customer-facing Technical Support teams, etc.
Manage relationships with those customers until the issue is resolved. These problems may not only be technically challenging but politically charged and/or mission critical situations requiring the highest level of customer service.
Acquire and coordinate resources from senior members of the escalation team as needed to troubleshoot and resolve customer issues.
Represent Company and Team in Internal and External Technical Events and Seminars hosted by MVPs, 3rd party and Citrix Internal.
May act as a focal point in cooperative relationships with other companies.

Application and Desktop Support Team:
Application and Desktop Delivery Support Team handles Citrix Software products that are used by 90% of Fortune 500 companies. Products involve Application virtualization App & Desktop Virtualization (Virtual App & Desktop, Hypervisor and other products like Single Sign-On, EdgeSight, Provisioning Server (PVS), Citrix Cloud etc. This role give you opportunity to work closely with top companies and to work on complex issues that not only require advance troubleshooting skills but also require customer focus skills. Engineers is this team are highly respected and recognized by Citrix customers and Partners all over the world.

Why Citrix?

Citrix respect diversity and believe in an Equal Employment Opportunity. We motivate, encourage, Trained and engage with employees to help them achieve their professional and personal goals. Citrix is the cloud company that enables mobile workstyles—empowering people to work and collaborate from anywhere, securely accessing apps and data on any of the latest devices, as easily as they would in their own office. Citrix solutions help IT and service providers build clouds, leveraging virtualization and networking technologies to deliver high-performance, elastic and cost-effective cloud services. With market-leading solutions for mobility, desktop virtualization, cloud networking, cloud platforms, collaboration and data sharing, Citrix helps organizations of all sizes achieve the speed and agility necessary to succeed in a mobile and dynamic world.

Your Career, in our Safe hand:
We believe in investing in people's skill. Periodic constructive feedbacks, peer support, tools to perform day-today task and regular trainings on new and existing technologies (not only Citrix but 3rd parties, like Microsoft, Oracle, etc), helps and inspires individuals to develop their skills and touch height of their careers. We reward high performances and helps engineers to achieve them. No one is left alone, without any support, you will be supported in all feasible ways. We believe in "Work better. Live better."

Qualifications and Requirements

5+ years working in as part of 3rd level support teams, Senior Administrator, Consultant, Solution Architect or equivalent experience, preferably with Microsoft [Active Directory, DNS, DHCP, Group Policy, etc] and/or Citrix Products
B.E., B. Tech.or B.Sc. in Computer Science, Information Systems, Engineering, Mathematics , Physics, Statistics or related technical discipline experience preferred.
Knowledge of the latest PC & Networking technology, Communication Protocols, and a strong understanding of one or more Operating Systems Architecture such as Linux, Windows 2008\2012 and ThinCient technology.
Excellent written and oral communication skills – specifically the ability to explain technical concepts in plain English.
Looking for proactive team player who is solution oriented with a common sense approach.
Passion for the highest quality of customer service, creative problem solving skills and a strong desire to learn
Should have good troubleshooting skills and some exposure to troubleshoot CPU Spikes, Memory Leaks, Slow Logons, Printing, Profile issues, etc
Beneficial

Some exposure of Server virtualization technology – ESX, Hyper-V, and/or Hypervisor
Basic Knowledge of Azure & AWS
Basic knowledge of .NET / C# and basic programming skills
Basic knowledge of Debugging concepts, Memory Management, Network tracing, etc
Knowledge of SQL/Oracle, relational databases and database query/manipulation tools

What you’re looking for:
Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area:
Tech Support

About us:
Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com for assistance.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.