Technical Support Engineer - Virtualization

About Cloud Software Group

Cloud Software Group combines the 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

Focuses on in-depth problem analysis of Citrix products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyse, and provide resolution to customer issues. Customer size can range from Small Business to Large Enterprise.

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

Duties and Responsibilities

• Validates and qualifies complex customer issues and business impact which may require collaboration with more senior level team members or other vendors.
• 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.
• This role is required to be onsite, in-office
• Some weekend work may be required.

Required Experience/Skills

• 2+ years supporting IT professionals in the Virtualization field
• 3 + years supporting end users, as well as, providing Microsoft Windows server support
• A strong practical understanding of the Active Directory and common networking protocols
• Obtained industry certifications (MCSE, MCA, or CCA)
• 3+ years of supporting enterprise customers in the Virtualization field
• Solid understanding of Layer 4-7 load balancing and SSL acceleration

Nice-to-Haves

Portuguese or Spanish Language is a plus

Education

Requires practical knowledge of job area typically obtained through advanced education combined with experience University Degree or equivalent experience and minimum 2 years of prior relevant experience; or an advanced degree without experience