Senior Escalation Engineer

Traditional Responsibilities

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• Provides advance technical assistance to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access, and other appropriate channels
• Performs sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management
• Working closely with Engineering team to resolve product issues and understand the product goals
• Share product feedback back to the Engineering team and improving the product stability
• Achieving and adhering to established Service Level Agreements and Key Performance Indicators
• Validates and qualifies sophisticated customer issues and business impact which may require collaboration with team members or other vendors
• Gives to the knowledge base in the form of new or updated technical articles/documents passionate about issue resolution or prevention
• Documents cases, recommendations, and resolutions clearly in the CRM system
• Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments
• Weekend on-call work is considered overtime pay

We Require

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• Requires a University Degree or equivalent experience and a minimum of 5-7 years of prior relevant experience
• 5+ years supporting IT professionals

Skills and experience

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• Deep knowledge and understanding of Linux/Unix systems like RedHat, Centos.

• Good understanding of storage technologies like Logical Volume Manager, NFS, CIFS , Open iSCSI. Knowledge on the working of Cron, ext3, boot process, RPM installation, Log file analysis

• Good Understanding of any of the virtualization technologies like XenServer/VMWARE/ KVM/HyperV/VirtualBox

• apply advanced troubleshooting  and isolating techniques with Linux OS boot up issues, High CPU, memory utilization, application crash.

•  Understanding of networking concepts like IP addressing and subneting, NAT concept, VLANs, Routing and Switching fundamentals, TCP/IP and OSImodels, LAN/WAN technologies.

• Basic knowledge of Windows Operating System. Basic understanding of Windows AD domain, DNS, DHCP, etc

Good to Have

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• Good to have expertise on XenServer / Xen

• Understanding of Python / Shell scripting for code readability and writing scripts to automate tasks
• Knowledge of working with tools like JIRA , confluence
• Experience in a technical support environment or equivalent field experience is a plus.

About Us:

Citrix and TIBCO recently merged to create Cloud Software Group, now 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 diverse lived experiences, 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 contact us at (800) 424-8749 or email us at [email protected] for assistance.