Escalation Engineer

Escalation Engineer - XenMobile

 Citrix develops and markets mobility software that empowers companies to manage and secure their mobile infrastructure and transform enterprise mobility into a competitive business advantage. Our @Work Business application suite is driving new mobile work styles whilst our award-winning device software is the first all-in-one platform with monitoring, device management, security, and expense management for BlackBerry, Google Android, iPhone, iPad, Palm and Windows Mobile devices.

Responsible for the review, qualification and ownership of complex enterprise level support issues submitted for escalation by Citrix Support Representatives worldwide. Ownership includes maintaining communications internally and externally through Director level with oversight from senior members of the team throughout the case resolution process. The case ownership requires the Escalation Engineer to perform intermediate analysis of log files/memory dumps/Network traces.

Primary Duties / Responsibilities:

• Resolve escalated customer issues and maintain ownership until the problem resolved completely with minimal oversight from more management.




• Is able to self-prioritize work items based on customer requirements and minimal guidance.




• Act as a resource for less senior members of the team as needed to troubleshoot and resolve specific customer issues.




• Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development - by providing clear issue documentation and by leveraging cross-functional working relationships in their area of expertise




• Provides problem report prioritization for Engineering in at least one core Citrix product.




• Write & review complex technical articles and case studies for the knowledge base leveraging the customer reported cases, product specifications, and previous experience.




• Act as a SME (Subject Matter Expert) in at least one Citrix Mobile Platform product and develops an understanding of at least one adjacent product.




• Develop and review intermediate level technical training for internal and external audiences in at least one Mobile Platform Citrix product, and deliver ad hoc product training to internal technical audiences, as needed.




• Participate in interviewing and training new team members.




• Participation in a 24x7 on-call rotation




• Develop project management skills through participation in projects

Qualifications and Requirements
 

• Possesses deep technical understanding of Citrix Mobile Platform Products




• Possesses good problem solving and analytical skills.




• Strong written and verbal communication skills, to be able to communicate with senior management




• Understands the operating system resource management and builds OS level and/or network debugging skills in position.




• Builds code or script literacy while in position with the goal to have the ability to read and understand existing code and or scripts.




• Must possess a Bachelor of Science in Computer Science or equivalent experience.




• Must have at least 5 years of experience in a technical customer support environment or field experience.




• Must have 2 years hands on troubleshooting experience with Citrix products working in enterprise level environments.




• Citrix product certifications required.




• The individual must have experience with Windows Server, including Windows 2008, and MS Exchange.




• Experience with smartphone and tablet devices like Apple iOS, Android, Blackberry, Windows Phone, Symbian highly desirable




• Experience with software based on Apache Tomcat and Windows IIS highly desirable




• Experience with MySQL, Postgres and SQLServer highly desirable




• Clear understanding of DNS




• Firewall and DMZ configuration experience




• LDAP/Windows Active Directory, ActiveSync experience




• Experience with cloud based SaaS products a big plus 




• Proficient in French or German a plus but not mandatory.