Technical Support Engineer - Networking
Citrix Systems
San Francisco, Heredia, Costa Rica
hace 5 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 :

Do you enjoy tackling hard-to-solve technical problems? Are you interested in gaining exposure to exciting products? Are you looking for the opportunity for growth and learning?

Would you like to work for one of the most innovative companies around?

If you answered yes to these questions, we may have the job for you!

We are seeking a Technical Support Engineer to join our Networking Frontline Engineering team. You will provide a world-class customer service experience to customers and partners in problem identification and resolution on Citrix ADC.

You'll also utilize your troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is challenging but the teamwork makes this opportunity one that is very rewarding.

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.
  • Performs problem analysis and isolates problems of minimal to moderate complexity, with general instruction and oversight from team leads and / or management.
  • Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
  • Publishes articles on relatively straightforward technical support issues in Citrix's online knowledgebase
  • Documents cases, recommendations, and resolutions clearly in the CRM system.
  • Qualifications (knowledge, skills, abilities)

  • Develops a deep technical understanding in a core Citrix product line
  • Possesses good problem solving and analytical skills.
  • Strong written and verbal communication skills
  • Strong understanding of server administration and networking protocols (such as TCP / IP)
  • An excellent customer service attitude and the ability to interact with customers in a professional manner are required.
  • Requirements (Education, Certification, Training, and Experience)

  • Bachelor of Science in Computer Information Systems or equivalent experience.
  • Must have at least one year of experience in a technical customer support environment or field experience.
  • If you have some experience with Citrix products and technologies in an Enterprise environment, it is a plus.
  • Must have familiarity and basic understanding of the networking protocols.
  • Must possess a familiarity and / or basic understanding of the and Citrix Systems product line and a working knowledge of IBM PC compatible technology
  • The individual must have at least 1-year experience with Citrix products and technologies in an Enterprise environment.
  • 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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