Senior Escalation Engineer
Citrix · Bengaluru, Karnataka, India
This listing has closed — view similar roles below.
- On site
- Full-time
- $120,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Highest level technical support for customer environments.
- Identify product bugs and drive improvements.
- Requires engineering degree and 4+ years experience.
- Expertise in Windows, Linux, and networking required.
- Experience with cloud platforms like AWS, Azure, ESXi.
About the role
About This Team:
The Support Engineering Team, also known as the escalation team, is the highest level technical support team assisting customers to provide timely solutions for their environments and issues. This team plays a key role in identifying potential product bugs and liaising with respective teams for product improvements and stability.
About This Job:
You have an Engineering university degree, combined with at least four years of tech support experience in a large enterprise environment. You have acquired a solid understanding of Windows (both client & Server OS) as well as Linux, networking (DNS / DHCP / IP), and basic networking knowledge, including TCP / UDP / SSLN. You are comfortable working in solving problems and debugging ASP.NET based multi-tenant cloud services, and have a proven understanding of Windows. Ideally, you have also acquired industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi. If this sounds like you, we would love to speak to you right away!
Preferred Certifications & Skills:
- Citrix / Microsoft / VMware
- Citrix XenApp / XenDesktop solid understanding
- Virtualization / Cloud solid understanding (AWS / Azure / ESXi)
- Networking / Active Directory Recognized subject matter expert
- Manage large projects or processes.
- Coaches, reviews, and delegates work to lower level employees.
- Operational targets with major impact on department results.
- Requires deep knowledge of job area typically obtained through advanced education combined with experience.
- Typically viewed as having a specialty within discipline.
- May have broad knowledge of project management.
Optional Experience/Skills:
- Linux
- Hypervisor
- thin clients
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 contact us via the Bridge portal for assistance.
Key skills/competency:
- Senior Escalation Engineer
- Technical Support
- Windows Server
- Linux
- Networking
- Cloud Services
- AWS
- Azure
- VMware
- Citrix XenApp
Skills & topics
- Senior Escalation Engineer
- Technical Support
- Windows Server
- Linux
- Networking
- Cloud Services
- AWS
- Azure
- VMware
- Citrix XenApp
- Citrix
- Engineering
- Debugging
- Enterprise Support
- Cloud Software Group
How to get hired
- Tailor your resume: Highlight your 4+ years of enterprise tech support, Windows/Linux expertise, and cloud certifications.
- Showcase problem-solving: Emphasize your experience debugging complex ASP.NET cloud services and network issues.
- Demonstrate leadership: Mention any experience managing projects or mentoring junior engineers.
- Prepare for technical questions: Be ready to discuss your deep knowledge of virtualization, cloud platforms, and networking protocols.
- Research the company: Understand Cloud Software Group's mission and commitment to innovation in cloud solutions.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the essential technical skills for a Senior Escalation Engineer at Citrix?
- For the Senior Escalation Engineer role at Citrix, essential technical skills include a strong understanding of Windows (client & Server OS), Linux, networking (DNS/DHCP/IP, TCP/UDP/SSLN), and experience debugging ASP.NET based multi-tenant cloud services. A university degree in Engineering and at least four years of tech support experience in a large enterprise environment are also required.
- What are the preferred certifications for this Citrix role?
- Citrix prefers candidates with industry certifications in Virtualization and/or Cloud, specifically mentioning working knowledge of AWS, Azure, and ESXi. Additional preferred certifications include Citrix, Microsoft, and VMware. Recognized subject matter expertise in Networking and Active Directory is also highly valued.
- Does Citrix offer opportunities for professional growth in this Senior Escalation Engineer position?
- Yes, Cloud Software Group (Citrix's parent company) emphasizes a culture where everyone is empowered to learn, dream, and build the future of work. As a Senior Escalation Engineer, you'll be at the forefront of identifying product bugs and liaising with teams for improvements, offering significant opportunities for impact and growth within the cloud solutions space.
- How does Citrix approach diversity and inclusion for its Senior Escalation Engineer role?
- Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination. They ensure all qualified applicants receive consideration without regard to various protected characteristics. If you need accommodation due to a disability, they provide a process for assistance.
- What is the expected experience level for a Senior Escalation Engineer at Citrix?
- The role requires at least four years of tech support experience in a large enterprise environment. Candidates are expected to have a deep knowledge of their job area, typically obtained through advanced education combined with experience, and are often viewed as having a specialty within their discipline.