Escalation Engineer Virtualization

**Position Overview**

A Technical Support Engineer is responsible for providing assistance to our customers via diverse channels as appropriate for Citrix Cloud, Citrix Virtual Apps, and Citrix Virtual Desktops. You will focus on in-depth problem analysis of Citrix products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to their issues. Customer size can range from Small Business to Large Enterprise.

**Primary Responsibilities**
- Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams - by providing clear issue documentation and by utilizing multi-functional working relationships in their area of expertise.
- Provides problem report prioritization for the Engineering team. Write and review sophisticated technical articles and case studies for our knowledge base, using the customer reported cases, product specifications, and previous experience.
- Build SME expertise in at least one of the Citrix Software products and develop an understanding of the wider Software product suite. Participation in a 24x7 on-call rotation.
Opportunity to develop project management skills through participation in projects.

**Basic Qualifications**
- Requires practical knowledge of job area typically acquired through advanced education combined with experience.
- University Degree or equivalent experience and minimum 2 years of relevant experience; or an advanced degree without experience.
- Smartphone and tablet knowledge on devices/OS such as Apple iOS and Android Phone.

**Preferred Qualifications**
- Windows Server Experience - including Windows Server 2012/MS Exchange/ActiveSync
- Networking experience: SSL, DNS, and TCP/IP
- Authentication experience: LDAP/Active Directory/Radius
- Database experience: MySQL or SQLServer