Technical Support Engineer - Mobility
Citrix Systems
San Francisco, Heredia, Costa Rica
hace 2 días

Citrix builds the secure digital workspace technology that frees , customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance.

Come see why Fortune named us one of the Best Companies to Work For®. Let’s innovate and grow together!

What we're looking for :

We're looking for an outstanding Technical Support Engineer! You love solving problems, enjoy learning new technologies and working in a collaborative team environment.

You have 2 years supporting end users, as well as, providing server and networking support. You have developed a strong practical understanding of Active Directory and common networking protocols.

If you also have 2+ years of supporting enterprise customers in the server administration, general networking knowledge of common protocols (such as TCP / IP), we’d love to speak with you!

Position overview

A Technical Support Engineer is responsible for providing assistance to our customers via diverse channels as appropriate for Citrix Cloud, Citrix Virtual Apps, and Citrix Virtual Desktops.

You will focus 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 their issues.

Customer size can range from Small Business to Large Enterprise.

Primary responsibilities

Provide Technical assistance for Citrix Content Collaboration and Citrix Endpoint Management software products to customers of large size, scope and / or political complexity via phone, email and remote access.

Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams - by providing clear issue documentation and by utilizing multi-functional working relationships in their area of expertise.

Provides problem report prioritization for the Engineering team.

Write and review sophisticated technical articles and case studies for our knowledge base, using the customer reported cases, product specifications, and previous experience.

Build SME expertise in at least one of the Citrix Software products and develop an understanding of the wider Software product suite.

Participation in a 24x7 on-call rotation.

Opportunity to develop project management skills through participation in projects.

Basic qualifications

Requires practical knowledge of Active Directory, smartphone and tablet knowledge on devices / OS such as Apple iOS and Android Phone.

University Degree or equivalent experience and minimum 2 years of relevant experience; relevant internships and graduate course work will be taken into account.

English professional proficiency with excellent verbal and written communication skills.

Preferred qualifications :

Windows Server Experience - including Windows Server / MS Exchange / ActiveSync

Networking experience : SSL, DNS, and TCP / IP

Authentication experience : LDAP / Active Directory / Radius

Database experience : MySQL or SQLServer

Functional Area : Tech Support

Tech Support

What you’re looking for :

Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work.

We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process.

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers.

We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within.

The Benefits

We offer a competitive total rewards package* that includes :

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!
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