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Senior Escalation Support Engineer

2 months ago

Fort Lauderdale, Florida, United States Cloud Software Group Full time

Job Overview

The Lead Escalation Engineer plays a crucial role in managing, analyzing, and taking ownership of support cases that have significant business implications and are often sensitive in nature. This position involves direct collaboration with the NetScaler Engineering team as necessary, while ensuring consistent communication with clients until a resolution and root cause analysis is achieved. The Escalation Engineer is integral to facilitating the successful implementation of the complete NetScaler product suite, often collaborating with Escalation Engineers across various Citrix business units on integration-related challenges.

Key Responsibilities:

  • Analyze and qualify high-impact support cases.
  • Maintain ongoing communication with customers throughout the resolution process.
  • Collaborate with engineering teams to resolve complex technical issues.
  • Guide customers in the effective implementation of their solutions.
  • Work alongside other Citrix teams to address integration challenges.

About Cloud Software Group:

Cloud Software Group, formed by the merger of Citrix and TIBCO, stands as one of the leading providers of cloud solutions globally, catering to millions of users worldwide. By becoming part of Cloud Software Group, you contribute to the success of individuals who rely on our extensive suite of cloud-based products to perform their tasks from any location. Our team members appreciate diverse experiences, a passion for technology, and the willingness to embrace challenges. We empower everyone to learn, innovate, and shape the future of work. We are on the verge of significant growth and transformation, and your expertise is essential in this journey.

Commitment to Diversity:

Cloud Software Group is dedicated to promoting Equal Employment Opportunity (EEO) and adheres to all applicable federal, state, and local laws that prohibit employment discrimination. All qualified candidates will be considered for employment without regard to various protected classifications.

Accommodations:

If you require reasonable accommodations due to a disability during any part of the application process, please reach out for assistance.