Lead Escalation Engineer

The Lead Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access.

• The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments.
• The incumbent often assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution. Uses sophisticated technical troubleshooting skills acquired through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity.
• Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.
• Works to achieve operational targets with major impact on the departmental results.
• Contributes to the development of goals for the department and planning efforts (budgets, operational plans, etc. ).
• May manage large projects or processes that span outside of immediate job area.
• Work is performed with limited oversight.
• Responsible for making moderate to significant improvements of processes, systems or products to enhance performance of job area.
• Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem.
• Problems typically impact multiple departments or specialties.
• Problems are typically solved through drawing from prior experience and analysis of issues.
• Communicates with parties within and outside of own job function.
• Typically has responsibility for communicating with parties external to the organization (e. g. , customers, vendors, etc. )
• Works to influence parties within and outside of the job function at an operational level regarding policies, procedures and practices.
• Typically responsible for providing guidance, coaching and training to other employees within job area.
• Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products.

Required Experience/Skills:

• Recognized subject matter expert.
• Manage large projects or processes.
• Coaches, reviews, and delegates work to lower level employees.
• Achieve 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.
• Typically requires a University Degree or equivalent experience and minimum 8 years of prior relevant experience; or Master s degree with 6 years; or PhD with 3 years of experience.
• Proficient with managing escalated and challenging customer situations
• You need experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture. You will have a working understanding of networking protocols, security technologies, and topography.
• We need you to have a basic understanding of Databases (SQL preferred) and SAN technologies for this role.
• In order to provide premier support you need general knowledge of scripting (Powershell etc) or introductory coding knowledge.
• You should have a deep understanding of OS Internals.