Senior Technical Support Engineer - Networking

Citrix Systems Inc. Alpharetta , GA 30023

Posted 2 months ago

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!

What we're looking for:

You love solving problems and enjoy learning new technologies. You have 5+ years supporting end users in the Networking field. You have developed a strong practical understanding of the OSI Model and common networking protocols.

If you also have industry certifications (CCNA, CCNP, Network+), have 5+ years of supporting enterprise customers in the Networking field, we'd love to speak with you!

Position Overview

The Senior Technical Support Engineer is responsible for providing technical assistance for Citrix products to customers via phone, email, and other channels as appropriate. The Technical Support Engineer focuses on in-depth problem analysis of Citrix products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues. Customer size can range from Small Business to Large Enterprise.

Role Responsibilities

  • 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

  • Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management

  • Achieves and adhering to established Service Level Agreements and Key Performance Indicators

  • Validates and qualifies complex customer issues and business impact which may require collaboration with more senior level team members or other vendors

  • Contributes to the Citrix knowledgebase in the form of new or updated technical articles/documents focused on issue resolution or prevention

  • Documents cases, recommendations, and resolutions clearly in the CRM system

  • Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments

  • Some weekend work may be required.

Basic Qualifications

  • Requires advanced knowledge of job area obtained through advanced 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.

Preferred Qualifications

  • 5+ years supporting end users in the Networking field

  • Developed a strong practical understanding of the OSI Model and common networking protocols.

  • Obtained an industry certifications (CCNA, CCNP, Network+)

  • Working knowledge of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)

  • Working knowledge of Load Balancers (NetScaler, F5 , Cisco CSS)

  • Working knowledge Network Operating Systems (IOS, CatOS, JunOS)

  • Working knowledge of Layer 4-7 load balancing and SSL acceleration

  • LI-AR1

What 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 Support

About 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.

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Senior Technical Support Engineer - Networking

Citrix Systems Inc.