Lead Escalation Engineer

About This Team:

In our Escalation team, we prioritize collaboration and delivering exceptional customer service to our clients. We aim to showcase our expertise, talent, and knowledge in our products to support and expand our business by offering top-notch customer support and effective solutions.
 

Our team is expected to serve as the ultimate support system, resolving issues promptly and offering strategic recommendations to foster strong business relationships. We strive to demonstrate our ability to provide quick, accurate, and valuable assistance to cultivate partnerships and enhance our reputation.

Job Description/Responsibilities:

• Independently de-escalates / defuses complex customer situations by using appropriate communication planning and follow through that helps drive confident communication.

• Independently resolve the most technically complex, mission critical or politically hot customer issues.

• Seeks to mentor less senior members of the team around technical case management

• Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development - by providing clear issue documentation and by leveraging productive cross-functional working relationships with senior-level players in their area of expertise.

• Provides problem report prioritization for Engineering in at least one core Citrix product.

• Collaborate with other teams to write & review complex technical articles and case studies for the knowledge base leveraging the customer reported cases, product specifications, and wide ranging experience.

• Act as a SME (Subject Matter Expert) in at least one core Citrix product and demonstrates a solid understanding of at least one adjacent product

• Develop and review advanced technical training for internal and external audiences across multiple products or components.

• May participate in interviewing and training new team members.

• Refine existing project management skills through participation in projects as a stakeholder or sub-team leader

  Qualifications (knowledge, skills, abilities)

• Ability to mentor other engineers on advanced troubleshooting, debugging and case management  skills. 

• Understand the product direction and customer use-cases and provide input on  product & code changes through all points of the product cycle.

• Requirements (Education, Certification, Training, and Experience)

  Must possess a Bachelor of Science in Computer Information Systems or equivalent advanced industry certifications. 

• Previous experience as a Lead Escalation Engineer.

• Must have minimum 6 years hands on troubleshooting experience with Citrix Products that includes 2 years with the Escalation team interfacing with Engineering while troubleshooting Enterprise level environments.

• ​Project Management Classes

• Japanese native/English Business

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 [email protected] for assistance.