Senior Tech Support Engineer

Job Description

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:

We're looking for an outstanding Senior Technical Support Engineer! You have 5+ years supporting end users in the Networking field. You have developed a strong practical understanding of the OSI Model and common networking protocols and industry certifications, then we’d love to speak with you!

Position overview

As a Sr. 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 apply your troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is results oriented but the teamwork makes this opportunity one that is very exciting.

Primary responsibilities

Provide technical assistance on Citrix products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access, and other appropriate channels.

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 knowledgebase 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

• University Degree or equivalent experience of minimum 5 years of knowledge acquired through advanced education combined with experience or.
• Solid grasp of the OSI Model.
• English professional proficiency with excellent verbal and written communication skills.
• Solid grasp of: Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS), Load Balancers (NetScaler, F5 , Cisco CSS), Network Operating Systems (IOS, CatOS, JunOS), Layer 4-7 load balancing and SSL acceleration.

Preferred qualifications:

Industry certifications: CCNA, CCNP, Network+.

Project Management experience.

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:

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 [email protected] 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.