Principal Escalation Engineer
Principal Escalation Engineer
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Job Description
About This Team:
We are dedicated to providing exceptional customer service through collaboration and expertise. By demonstrating our knowledge and skills we strive to deliver effective solutions that not only resolve issues but also foster strong business relationships with our customers. For our team it is imperative that we are prompt accurate and strategic in all recommendations. Through consistently delivering toptier support we can cultivate valuable partnerships and enhance our reputation as a trusted and reliable Escalation team.
Job Description/Responsibilities:
- Drives and/or coordinates cross team and cross vendor communications with the goal of aligning the required resources to resolve customer technical issues that span multiple products and vendors.
- Is sought after by management and peers to help resolve the most technically complex mission critical or politically hot customer issues.
- Act as an SME (Subject Matter Expert) in at least one or more core Citrix products and demonstrates a solid technical understanding of the Citrix Delivery suite.
- Extensively analyzes problems to seek understanding of the root cause of the problem.
- Develop and review advanced technical training for internal and external audiences across multiple products or components.
- Plays a key role in the interview and training of new team members.
- Responsible for improving upon existing processes and systems using significant conceptualizing reasoning and interpretation.
- Responsible for providing guidance coaching and training to other employees across the Company within area of expertise.
- May participate in a 24x7 oncall rotation.
- Required Experience/Skills:
- Requires a high level of knowledge of multiple job areas typically obtained through advanced education combined with experience.
- Viewed as an expert and/or resource within the field by peers within and outside the organization.
- Typically requires a University Degree or equivalent experience and minimum 12 years of prior relevant experience; or Masters degree with 10 years.
- Recognized internally and externally as thought leader
- Requires highest mastery of at least one job area.
- Optional Experience/Skills:
- additional languages
About Us:
Cloud Software Group is one of the worlds 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 cloudbased 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 for assistance.
Required Experience:
Staff IC
Employment Type
Full-Time
