Escalation Engineer

 

Position Summary :

 

Escalation Engineer, San Jose, California

Citrix Inc., Application Networking Group (ANG) is looking for the next senior member of the Customer/Escalation Engineering team. The Citrix Application Networking Group (previously NetScaler) Customer/Escalation Engineering team provides installation support and issue resolution for both external and internal customers. Each member of the CE team is expected to be responsible for driving the resolution of customer support/installation issues.

As a senior member of this team you will also be responsible for handling escalations from other Level 2 team members and the Level 1 Customer Engineering team. You will be expected to recognize difficult technical or business issues that require further resources, and gather additional data as required for escalation of those issues to Level 3 engineering or the Sales organization, by the escalation. You will translate customer requests into technical product requirements and create deployment configurations. You will receive assignments to support NetScaler and Access Gateway product engagements with strategic named accounts in both pre-sales and post-sales capacities. You will be expected to lead the development of technical knowledge bases and documentation for ANG best practices.

The position will require some travel and some on-call weekend and holiday support.

Specific Roles


* Provide e-mail, telephone and instant messaging support for issue resolution

* Handle escalations from Level 1 and Level 2 customer engineers

* Develop case descriptions for escalations to Level 3 support or Engineering

* Handle pre-installation planning calls, installation and deployment plan development and review, and remote or on-site customer deployments

* Document all case activity using ticket and bug tracking systems

* Develop knowledge bases (in-depth product features, troubleshooting tips, etc)

 

Qualifications and Requirements 

 

* BS in EE, CS/CE; or equivalent work experience

* Five years experience in a customer engineering capacity

* A strong working knowledge of secure Web application delivery

* A strong working knowledge of the TCP/IP protocols layer 2 - 7

* A strong working knowledge of common LAN/WAN network topologies

* A working knowledge of common switching and routing products

* A working knowledge of UNIX server administration and basic scripting languages

* Experience using C or C++ language

* Excellent troubleshooting and debugging skills

* Excellent interpersonal communications skills

* Ability to present technical subject matter to both technical and non-technical audience

 

Please apply at :


http://careers.peopleclick.com/jobposts/Client40_Citrix/BU1/External/PCK312-8861.htm