sales-marketing technical support engineer - epm

Technical Support Engineer - EPM

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

What we're looking for:

You love solving problems and enjoy learning new technologies. You have 2+ years supporting end users, as well as, providing server and networking support. You have developed a strong practical understanding of the Active Directory and common networking protocols.

If you also have 2+ years of supporting enterprise customers in the server administration, general networking knowledge of common protocols (such as TCP/IP), wed love to speak with you!

Position Overview

The Technical Support Engineer is responsible for providing technical assistance for Citrix products to customers via phone, email, and other channels as appropriate. The Technical Support Engineer focuses on in-depth problem analysis of Citrix products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues. Customer size can range from Small Business to Large Enterprise.

Role Responsibilities

· Provide Technical assistance for Citrix Content Collaboration and Citrix Endpoint Management software products to customers of large size, scope and/or political complexity via phone, email and remote access.

· Is able to self-prioritize work items based on customer requirements and minimal guidance.

· Develop a deep technical understanding of the Citrix Content Collaboration and Citrix Endpoint Management products

· Collaborate with other team members of the team as needed, to troubleshoot and resolve specific customer issues.

· Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams - by providing clear issue documentation and by leveraging cross-functional working relationships in their area of expertise

· Provides problem report prioritization for the Engineering team.

· Write & review complex technical articles and case studies for the knowledge base, leveraging the customer reported cases, product specifications, and previous experience.

· Build SME (Subject Matter Expert) expertise in at least one of the Citrix Software products and develop an understanding of the wider Software product suite.

· Participation in a 24x7 on-call rotation

· Opportunity to develop project management skills through participation in projects.

Basic Qualifications

· You should a minimum of 2+ years relevant experience to the role.

· This position typically requires a Bachelors degree, or equivalent experience supporting end users in relevant technology.

· You should have knowledge of server administration and networking protocols (such as TCP/IP) obtained through advanced education combined with experience.

Highly Desirable Skills:

· Windows Server Experience - including Windows Server 2012 / MS Exchange / ActiveSync

· Networking Experience such as SSL, DNS, and TCP/IP

· Authentication Experience - such as LDAP/Active Directory/Radius

· Database experience such as MySQL or SQLServer

· Smartphone and tablet knowledge on devices/OS such as Apple iOS and Android Phone



What youre looking for:

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. Its a simple philosophy that guides everything we do including how we work. If youre driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area:

Tech Support

About us:

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what were all about. The Perks: We offer competitive compensation and a comprehensive benefits package. Youll enjoy our workstyle within an incredible culture. Well give you all the tools you need to succeed so you can grow and develop with us.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at [email protected] for assistance.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.
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