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Escalation Engineer -EPM

Company: Citrix Systems
Location: Fort Lauderdale
Posted on: April 4, 2021

Job Description:

Escalation Engineer -EPM 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!Location:Fort LauderdaleRequisition:R24692 Escalation Engineer -EPM (Evergreen) (Open)Job Posting Title:Escalation Engineer -EPMWhat we're looking for:Are you passionate about gaining exposure to exciting products? Are you looking for an opportunity that provides professional growth and learning? Would you like to work for one of the most creative companies around?If you answered yes to these questions, we may have the job for you.Position OverviewWe are seeking a hardworking individual to join our Mobility/Content Collaboration Technical Support team as an Escalation Engineer. We believe that the customer comes first and, you will be instrumental in providing a premier customer service experience to our customers and partners. We actively provide problem identification and resolution on Citrix Endpoint Management and Citrix Files. You will utilize your troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is meaningful but, the partnership makes this opportunity one that is very exciting.Role Responsibility Resolve advanced customer issues and retain ownership until the problem is resolved completely with minimal oversite from more senior members of the team.

  • Is able to self-prioritize work items based on customer requirements and minimal instruction from senior teammates.
  • The primary resource for less senior members of the team as needed to tackle 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 demonstrating productive multi-functional working relationships in their area of expertise
  • Write & review complex technical articles and case studies for the knowledge base maximizing the customer reported cases, product specifications, and previous experience.
  • Act as an SME (Authority) in at least one core Citrix product and develop a deep understanding of at least one adjacent product.
  • May participate in interviewing and training new team members.
  • Participation in a 24x7 on-call rotation---Preferred Qualifications
    • You should have experience with MDM, MAM or EMM products and technologies in an Enterprise environment.
    • We are looking for you to have a suitable understanding of the Network topology, Active directory, and communication protocols.
    • In this role you will gain a deep technical understanding in two Citrix products - Citrix Endpoint Management and Citrix Files
    • We need you to possess good problem solving and analytical skills.
    • Definitely need strong written and verbal communication skills.
    • Deep understanding of server administration and networking protocols (such as TCP/IP).
    • An excellent customer service attitude and the ability to communicate optimally with customers in a professional manner are required.
    • CompTIA Mobility+ is a plus.
    • Experience in administrating a PKI infrastructure in areas as certificate authorities, server, or client certificates.
    • Ideally, you will have at least three years of experience in a technical customer support environment or field experience.
    • Exposure supporting EMM, MDM or MAM on mobile devices/OS such as iOS, Android, Windows.
    • Exposure to Citrix Files (formally Sharefile) would be a plus
    • Experience to API's, Splunk, Fiddler would be a plus.Basic Qualifications
      • Requires knowledge of job areas typically acquired through sophisticated education combined with experience. May have practical knowledge of project management.
      • Requires a University Degree or equivalent experience and minimum 5 years of prior relevant experience; or a Master's degree with 3 years; or a PhD without experience#LI-AP3What 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:Tech SupportAbout 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--ASKHR@citrix.com --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. Posted 30+ Days Ago Full time R24692 About Us Citrix (NASDAQ:CTXS) aims to power a world where people, organizations and things are securely connected and accessible to make the extraordinary possible. We help customers reimagine the future of work by providing the most comprehensive secure digital workspace that unifies the apps, data and services people need to be productive, and simplifies IT's ability to adopt and manage complex cloud environments. With 2017 annual revenue of $2.82 billion, Citrix solutions are in use by more than 400,000 organizations including 99 percent of the Fortune 100 and 98 percent of the Fortune 500.

Keywords: Citrix Systems, Fort Lauderdale , Escalation Engineer -EPM, Engineering , Fort Lauderdale, Florida

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