Senior Escalation Engineer

Roles & Responsibilities:

• Provide technical support to customers for Citrix products through phone, email, and remote access.
• Analyze and resolve complex issues related to Citrix products in large enterprise environments.
• Assist less senior team members by conducting case reviews and offering mentorship to enhance problem resolution efficiency.
• Troubleshoot and resolve issues related to Windows Server OS, Linux networking, and cloud services, specifically for multi-tenant cloud environments.
• Qualify and escalate the most complex issues to the escalation team or vendors.
• Work independently to isolate and resolve customer issues using sophisticated troubleshooting techniques.
• Handle in-depth debugging and problem analysis of Citrix products and integrations.