Escalation Engineer -EPM
Company: Citrix Systems
Location: Fort Lauderdale
Posted on: April 4, 2021
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
- 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
- May participate in interviewing and training new team
- Participation in a 24x7 on-call rotation---Preferred
- 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
- In this role you will gain a deep technical understanding in
two Citrix products - Citrix Endpoint Management and Citrix
- We need you to possess good problem solving and analytical
- Definitely need strong written and verbal communication
- 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
- 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
- Experience to API's, Splunk, Fiddler would be a plus.Basic
- 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
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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