Cloud Software Group Hiring for Escalation Engineer at Bangalore, India Full Time

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 we value 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 the team

The Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity – via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior

colleagues – conducting cases reviews and providing guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity.Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.

Position Overview

• You have a four-year university degree, combined with at least four years of tech support experience in a large enterprise environment.

• You have obtained working knowledge of Linux based Operating Systems, Networking and Networking services and protocols such as DHCP, DNS, SSL, HTTP, TCP and UDP. You are comfortable working in troubleshooting / debugging multi-tenant cloud services.Ideally, you have also obtained industry certifications in RHEL OS, Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi.

• If this sounds like you, we would love to speak to you right away.

Role Responsibilities

○ Work on customer-based software problems dealing with both Technical Support & Development Teams

○ Create and maintain tools / plugins / software for the Citrix Files family of products.

○ Get involved in some or all phases of the tools / plugin / software development and release cycle that include design, coding, code reviews, troubleshooting and debugging, installation, software maintenance and testing.

○ Maintain a focus on customer requirements and project objectives while mitigating project and product risk.

○ Must be self-motivated and able to work in a team environment with limited supervision.

○ Must be able to provide direction to the Global Tech Support Teams (in all Geos) on crash analysis, advanced debugging, programming examples, code training and complex code change explanations. Additionally, you may be required to write complex technical articles (white papers) and sample code for the knowledge base.

○ May have worldwide travel requirements to remote Citrix offices to train Global Escalation Engineers on advanced troubleshooting and debugging techniques

○ Function as Development Analysis Engineer for Citrix Files family of products.

○ Use programming language skills to develop temporary workarounds to complex customer situations

○ Ability to assess and work as part of the team on feature changes and code fix recommendations for Citrix products.

○ Work with Engineering to define product enhancements that are critical to system performance and problem resolution

○ Work on software problems dealing with both the Escalation as well as Development Teams

● Basic Qualification

○ BS or BA in Computer Science, Information Systems, Engineering, Mathematics , Physics, Statistics or related technical discipline experience preferred

○ Experience working with multi-tiered application design and development, as well as, experience with debugging techniques and tools required, including the ability to analyze and debug dump files, network and stack traces.

○ Minimum of 4 to 7 years of experience in troubleshooting and debugging.

○ Proficient Linux OS, Networking and Networking Services such as DNS, DHCP, HTTP, TCP/UDP.

○ Good understanding of Graphics subsystems in Linux and Linux Desktops such as GNOME and KDE

○ Exposure to any cloud platform – Azure, AWS or GCP

○ 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

Preferred Certifications:

● Citrix / RHEL / VMware

● Citrix XenApp / XenDesktop working knowledge

● Virtualization / Cloud working knowledge ( AWS / Azure / ESXi )

Benefits

· Competitive salary and annual bonus

· Health Insurance, Life and Accidental Insurance

· Tax Saving benefits like NPS (National Pension Scheme) & Voluntary Provident Fund

· Free transportation to and from Office

· Complimentary food and juices at the office campus

· Health and Wellness Programs like “Live well and earn rewards” & Employee Assistance Program(EAP)

· Learning & development programmes, Education Assistance program

· Broadband reimbursement

· Privilege leaves, sick/casual leaves, public holidays & paternal leave

· Other perks like a creche’ reimbursement, nursing room, gymnasium, etc