Senior Escalation Engineer

About This Team:

The Senior 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 mentorship to ensure quicker resolution. Uses sophisticated technical troubleshooting skills acquired 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.

Job Description/Responsibilities:

You have a Engineering university degree, combined with at least four years of tech support experience in a large enterprise environment.

You have acquired solid understanding of windows (both client & Server OS) as well as Linux networking (DNS / DHCP / IP) and basics networking knowledge, including TCP / UDP / SSLN.

You are comfortable working in solving problems / debugging ASP.NET based multi-tenant cloud services, and have proven understanding Windows.

Ideally, you have also acquired industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi.

If this sounds like you, we would love to speak to you right away.

Required Experience/Skills:

• Must have a Graduate Degree in BE/B.Tech from a recognized university
• We are looking for a minimum of 5 years of IT support experience.
• You have experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture.
• You have a working understanding of networking protocols, security technologies, and topography.
• You should have a deep understanding of OS Internals.
• In order to provide premier support you need general knowledge of scripting (Powershell etc) or introductory coding knowledge.
• You have a basic understanding of Databases (SQL preferred) and SAN technologies for this role.
   

Preferred Certifications:

• Citrix / Microsoft / VMware

• Networking / Active Directory

• Citrix XenApp / XenDesktop solid understanding

• Virtualization / Cloud solid understanding (AWS / Azure / ESXi)

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 contact us via the Bridge portal for assistance.