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Citrix Escalation Engineer – Application and Desktop Delivery Support Team

About Citrix

Citrix Systems, Inc. (NASDAQ:CTXS) is a leading provider of virtualization, networking and software-as-a-service (SaaS) technologies for more than 230,000 organizations worldwide. Its Citrix Delivery Center™, Citrix Cloud Center™ (C3) and Citrix Online Services product families radically simplify computing for millions of users, delivering applications as an on-demand service to any user, in any location on any device. Citrix customers include the world’s largest Internet companies, 99 percent of Fortune Global 500 enterprises, and hundreds of thousands of small businesses and prosumers worldwide. Citrix partners with over 10,000 companies worldwide in more than 100 countries. Founded in 1989, annual revenue in 2008 was $1.6 billion. For further information please visit www.citrix.com

Citrix has been operating in Dublin since 1999; currently employing 120 people in EMEA Technical Support, with almost 100 of these based in our Dublin headquarters. These include Technical Support Engineers, Escalation Engineers, Technical Relationship Managers, Support Readiness and Support Account Managers. Due to continued growth we now have an opening for an Escalation Engineer on our Application and Desktop Delivery Support Team, based in our Dublin office in East Point Business Park, Dublin 3.

About the position

Are you passionate about technology and troubleshooting highly technically issues involving the most up to date technology? Are you interested in working on problems that comprise the full spectrum of Application and Desktop virtualization solutions, using world leading technology?
Citrix Technical Support is looking for highly motivated senior engineers with exceptional problem solving skills. As an Escalation Engineer, you will be part of a core team focused on highly technical, complex investigations working with some of Citrix’s most important customers and their environments.
The ideal candidate will enjoy solving highly complex technical issues, tackling new and tough challenges, and have a talent for identifying trends and patterns in data and code. As part of the Escalation role, you will partner with Citrix engineering and support teams, to resolve issues and provide solutions to both internal and external customers, through the analysis of Citrix source code and tracing.

Requirements

• 3+ years working in as part of 3rd level support teams, Senior Administrator or equivalent experience, preferably with Citrix products and/or large windows-based environments.
• BS or BA in Computer Science, Information Systems, Engineering, Mathematics , Statistics or related technical discipline experience preferred.
• Knowledge of SQL/Oracle, relational databases and database query/manipulation tools
• Passion for the highest quality of customer service, creative problem solving skills and a strong desire to learn.
• The Technical skills required for this position are a solid knowledge of the latest PC & Networking technology, Communication Protocols, and a strong understanding of major Operating Systems such as Linux, Windows 2003/2008 and ThinCient technology.
• Excellent written and oral communication skills – specifically the ability to explain technical concepts in plain English.
• Looking for proactive team player who is solution oriented with a common sense approach.
• Knowledge of Server virtualization technology - ESX and/or XenServer.
• Basic knowledge of .NET / C# and basic programming skills

Added Benefit

• Citrix CCA, CCNA, CCEA, MCSE, PowerShell, XenDesktop
• Strong exposure to Windows technology - Internals (File system, Drivers, Memory Management, Authentication) , Active Directory, Group Policies, 3rd party Security devices (Smartcards, Bio-Readers)

Primary Responsibilities

• Communicate with customers via telephone or written correspondence regarding technically complex escalated problems identified in Citrix software products. Manage relationships with those customers until the issue is resolved. These problems may not only be technically challenging but politically charged and/or mission critical situations requiring the highest level of customer service.
• Acquire and coordinate resources from senior members of the escalation team as needed to troubleshoot and resolve customer issues.
• Key technical interface to 3rd level engineering and product development for the resolution of high impact or pervasive issues.
• Develop and deliver technical training/presentations to other engineers. Transfer knowledge by the creation of Knowledge base articles.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
• May act as a focal point in cooperative relationships with other companies.

To apply: http://www.citrix.com/English/aboutCitrix/employment/features.asp?conten...