**Description**
**Position overview**
As a Networking Technical Support Engineer you will provide a world-class customer service experience to customers and partners in problem identification and resolution on Citrix ADC. You'll also utilize your troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is results-oriented but the collaboration makes this opportunity one that is very exciting.
**Primary responsibilities**
- Performs sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.
- Achieves and adheres to established Service Level Agreements and Key Performance Indicators.
- Validates and qualifies complex customer issues and business impact which may require collaboration with more senior level team members or other vendors.
- Contributes to the Citrix knowledge base in the form of new or updated technical articles/documents focused on issue resolution or prevention.
- Documents cases, recommendations, and resolutions clearly in the CRM system.
- Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments.
- Some weekend work may be required.
**Basic qualifications**
- Practical knowledge of job area acquired through advanced education combined with experience.
- University Degree or equivalent experience and minimum 3+ years of relevant experience; or an advanced degree without experience.
- Solid grasp of the OSI Model.
- English professional proficiency with excellent verbal and written communication skills.
**Preferred qualifications**:
Industry certifications: CCNA, CCNP, Network+, Telematic engineering, Portuguese proficiency
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 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.
