Lead Technical Support Engineer - Networking

Company: Hirebridge
Location: Fort Lauderdale
Posted on: January 27, 2023

Job Description:

About Cloud Software Group
Cloud Software Group combinesthe capabilities of both Citrix and TIBCO, creating one of the world's largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done - from anywhere. Members of our team will tell you that wevalue diverse lived experiences, varied perspectives, and having the courage to take risks. Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud

About This Team

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• The Technical Support Engineering Team is responsible for providing technical assistance for Citrix products to customers via phone, email, and other channels as appropriate
  
• Focuses on in-depth problem analysis of Citrix products and their integration into customer environments
  
• Utilizes fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues
  
• Handles customer support for firms that range in size from Small Businesses to Large Enterprises
  
  Job Description
  
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  • Provides technical assistance on Citrix products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access, and other appropriate channels
    
  • Achieves and adheres to established Service Level Agreements and Key Performance Indicators
    
  • Validates and qualifies sophisticated customer issues and business impact which may require collaboration with more senior-level team members or other vendors
    
  • Gives and shares with others to expand the Cloud Software Groupknowledgebase in the form of new or updated technical articles/documents
    
    Duties and Responsibilities
    
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    • Passionate about issue resolution or prevention
      
    • Performs sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management
      
    • Documents cases, recommendations, and resolutions clearly in the CRM system
      
    • Ensures the work performed meets the quality standards within acceptable time schedules and customer commitments
      
    • Some weekend work may be required.
      
      Required Experience/Skills
      
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      • 5+ years supporting end-users in the Networking field
        
      • Developed a strong practical understanding of the OSI Model and common networking protocols.
        
        Nice-to-Haves
        
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        • Acquired an industry certification (CCNA, CCNP, Network+)
          
        • Solid understanding of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
          
        • Solid understanding of Load Balancers (NetScaler, F5, Cisco CSS)
          
        • Solid understanding of Network Operating Systems (IOS, CatOS, JunOS)
          
        • Solid understanding of Layer 4-7 load balancing and SSL acceleration
          
          Education
          
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          • Requires a University Degree or equivalent experience and minimum of 5-7 years of prior relevant experience
            
            Pay & Benefits Summary
            
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            • A concrete salary with a pay range dependent on the market and experience
              
            • 401(k) and retirement benefits
              
            • Reimbursement for travel
              
            • Health benefits
              
            • Paid Time off allowance
              
            • Tuition reimbursement
              
            • Team outings and events
              

Keywords: Hirebridge, Fort Lauderdale , Lead Technical Support Engineer - Networking, Engineering , Fort Lauderdale, Florida