New

Principal Escalation Engineer

Citrix Systems
United States, Florida, Fort Lauderdale
701 West Cypress Creek Road (Show on map)
Feb 25, 2025
About This Team: In our Escalation team, we prioritize collaboration and delivering exceptional customer service to our clients. We aim to showcase our expertise, talent, and knowledge in our products to support and expand our business by offering top-notch customer support and effective solutions. Our team is expected to serve as the ultimate support system, resolving issues promptly and offering strategic recommendations to foster strong business relationships. We strive to demonstrate our ability to provide quick, accurate, and valuable assistance to cultivate partnerships and enhance our reputation. Primary Duties / Responsibilities Drives and/or coordinates cross team and cross vendor communications with the goal of aligning the required resources to resolve customer technical issues that span multiple products and vendors. Is sought after by management and peers to help resolve the most technically complex, mission critical or politically hot customer issues. Act as a SME (Subject Matter Expert) in at least one or more core Citrix product and demonstrates a solid technical understanding of the entire Citrix Delivery Center. Develop and review advanced technical training for internal and external audiences across multiple products or components. Plays a key role in the interview and interview planning and training of new team members. May participate in a 24x7 on-call rotation Qualifications (knowledge, skills, abilities) Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills. Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle. Requirements (Education, Certification, Training, and Experience) Must possess a Bachelor of Science in Computer Information Systems or equivalent advanced industry certifications. Previous experience as a Lead Escalation Engineer. Will to travel up to 20% of the time Citrix product certifications required. Must have minimum 9 years hands-on troubleshooting experience with Citrix products that includes 5 years with the Escalation team interfacing with the Engineering and Product Management teams. Advanced Project Management Classes About Us: Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world's largest cloud solution 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-based products to get work done - from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered 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. Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications. If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at (800) 424-8749 or email us at AskHR@cloud.com for assistance.