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Sr. Escalation Engineer

Bengaluru, KA
Job Code:
  • IT
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Job Details

The position involves resolving customer reported issues through collaboration with members from the Escalation and Engineering teams. Ownership includes maintaining communications with the customer and Engineering as the main point of contact through the case resolution process. The case ownership process also requires for the Senior Escalation Engineer to perform the analysis of log files and network traces while reproducing (or attempting to reproduce) the product behavior. The candidate should act as an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation (as needed). The individual must also posses the ability to resolve (or workaround) technically complex, mission critical or politically hot issues with general oversight by management, senior members of the team and/or Engineering. Thorough understanding of the customer s environment and the ability to provide expert advice and advanced troubleshooting problem resolution steps are essential.The candidate will be expected to become an expert in at one or more Citrix product lines and will also be expected to write technical articles and case studies for the knowledge base (leveraging the customer reported cases). The candidate will also develop technical training material for internal audiences in at least one core Citrix product. The position requires 8 to 9 years of related experience and/or bachelors degree in a related field. Citrix product certification and certification from Networking/Security vendors are also preferred (but not required). Qualifications and Skill Set RequirementsThe candidate should possess a Bachelor of Science or Engineering in Computer Information Systems or Computer Science or have the equivalent experience. The responsibilities and requirements for this position include but are not limited toExcellent customer service attitude and the ability to interact with customers in a professional manner.The ability to work in a fast-paced environment and use judgment in handling customer issues and provide technical assistance as needed.Excellent troubleshooting and debugging skillsThe candidate should be a highly capable communicator (oral and written), who can precisely explain technical phenomena to product managers, internal Citrix management and external customers.Provide technical diagnosis, troubleshooting information, workarounds and root cause analysis.Escalate cases to Product Development Engineering management when additional resources are required.Should be able to de-escalate/defuse sensitive customer situations by using appropriate communication planning and follow through that helps drive confident communication.Should be able to effectively communicate with VP level leadership for both internal and external audiences.Expected to drive critical issue management communication to ensure actions are set, assigned and delivered.Provide assistance to Development during remote debug dial-in sessions.Conduct periodic review of open escalations for the team with Developers to ensure proper issue priority assignment.Help team members to reproduce customer issues in the Laboratory to verify problems and provide feedback to the Development department as needed.Leverage the CRM to perform case reviews and audits and provide feedback to less tenured/junior team membersExpected to know how when and how to raise concerns when assigned tasks are over and above what can be managed and committed to with success.Promote a team environment by assisting and contributing to fellow Citrix employees whenever necessary to enhance the professional development of everyone within the organization. The candidate should have experience with the following products/concept /technologiesCandidate should have a working knowledge of emerging mobile device management solutionDemonstrate proficiency in installation, configuration and support of Mobile Device Management (MDM) & enterprise level mobility solution.Demonstrate proficiency with the configuration and support of iOS, Samsung/ Android and Windows mobile devices.Experience installing, configuring and supporting Windows Server and Active Directory/LDAPUnderstanding of Linux OS from a day to day work prospectiveUnderstanding of SQL database management & Network Layer including VPN Technology.Hands on Experience Citrix products like Netscaler Storefront & XenApp/XenDesktop.Should have excellent verbal and written communication skills. Skills to be developed while in this role include but are not limited toUnderstanding of CRM system and correct use/effective case documentation skillsAppropriate time management skills and ability to handle difficult customer conversationsKnowledge of call escalation processesDesign and host advanced training classes quarterly for internal teamsIncrease skill set with Network Operating Systems and network monitoring, sniffers and protocol analyzers.Increase knowledge of Security technologies.Increase knowledge of Layer 4-7 load balancing and SSL acceleration.Ability to perform in-depth analysis of memory/core dumps, user dumps, network traces and Citrix specific tracing and logging.Ability to investigate failures in Citrix modules with custom debug tracing necessary to isolate root cause.Develop deep technical understanding in multiple components in their core Citrix product line and underlying technologies.Should be able to analyze gathered information, pinpoint missing data, and provides feedback to the less senior members of the team letting technical direction on those cases.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 8-9


Configuration/Release Mgmt | Database Administration (DBA) | Software Engineer | System Administration
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