About This Team:
Support Engineering Team also known as the escalation team is the highest level technical support team assisting customers to provide timely solutions for their environments and the issues. This team also plays key role in identifying potential product bug and liaison with respective teams for product improvements and stability.

About This Job:
You have a Engineering university degree, combined with at least four years of tech support experience in a large enterprise environment. You have acquired a solid understanding of windows (both client & Server OS) as well as Linux networking (DNS / DHCP / IP) and basics networking knowledge, including TCP / UDP / SSLN. You are comfortable working in solving problems / debugging ASP.NET based multi-tenant cloud services, and have proven understanding Windows. Ideally, you have also acquired industry certifications in the areas of 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!

Position Overview:
The Lead 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 mentorship to ensure quicker resolution. Uses sophisticated technical troubleshooting skills acquired 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.


Job Description/Responsibilities:

• The Lead 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 mentorship to ensure quicker resolution. Uses sophisticated technical troubleshooting skills acquired 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.
• Works to achieve operational targets with major impact on the departmental results.
• Contributes to the development of goals for the department and planning efforts (budgets, operational plans, etc.).
• May manage large projects or processes that span outside of immediate job area.
• Work is performed with limited oversight.
• Responsible for making moderate to significant improvements of processes, systems or products to enhance performance of job area.
• Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem.
• Problems typically impact multiple departments or specialties.
• Problems are typically solved through drawing from prior experience and analysis of issues.
• Communicates with parties within and outside of own job function.
• Typically has responsibility for communicating with parties external to the organization (e.g., customers, vendors, etc.)
• Works to influence parties within and outside of the job function at an operational level regarding policies, procedures and practices.
• Typically responsible for providing guidance, coaching and training to other employees within job area.
• Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products.

Required Experience/Skills:

• Recognized subject matter expert.
• Manage large projects or processes.
• Coaches, reviews, and delegates work to lower level employees.
• Operational targets with major impact on department results.
• Requires deep knowledge of job area typically obtained through advanced education combined with experience.
• Typically viewed as having a specialty within discipline. May have broad knowledge of project management.
• Typically requires a University Degree or equivalent experience and minimum 8 years of prior relevant experience; or Master’s degree with 6 years; or PhD with 3 years of experience.
• Proficient with managing escalated and challenging customer situations
• You need experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture. You will have a working understanding of networking protocols, security technologies, and topography.
• We need you to have a basic understanding of Databases (SQL preferred) and SAN technologies for this role.
• In order to provide premier support you need general knowledge of scripting (Powershell etc) or introductory coding knowledge.
• You should have a deep understanding of OS Internals.

Preferred Certifications:

• Citrix / Microsoft / VMware
• Citrix XenApp / XenDesktop solid understanding
• Virtualization / Cloud solid understanding (AWS / Azure / ESXi)
• Networking / Active Directory Recognized subject matter expert.
• Manage large projects or processes.
• Coaches, reviews, and delegates work to lower level employees.
• Operational targets with major impact on department results.
• Requires deep knowledge of job area typically obtained through advanced education combined with experience.
• Typically viewed as having a specialty within discipline. May have broad knowledge of project management.

Optional Experience/Skills:

• Linux, Hypervisor, thin clients

About Us:

Cloud Software Group is 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 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 email us at AskHR@cloud.com for assistance.