Escalation Engineer (US Citizen) - Atlanta, GA

Company: Altimeter Solutions
Location: Atlanta
Posted on: June 25, 2022

Job Description:

Job Description:

• Responsible for the analysis, qualification and ownership of high business impact & politically charged support cases with VP level visibility.
• Responsible for the review of Escalation team case backlog providing technical and case management advice to junior members of the team leveraging established relationships with other teams including Engineering, Sales, Consulting, and outside Vendors.
• You will provide our cloud customers with implementation advice, helping to accelerate on their cloud journey.
• This team is responsible for the successful adoption of all our SaaS products, including Workspace, Apps and Desktops, Networking, Content Collaboration, Endpoint Management, and Microapps.
• In this role, we'll set our customers on the right path for their solution implementations, and work with other teams as the Cloud technical authority.Responsibilities:
  • You will develop and execute automated & scripted customer simulation for specific configurations based on customers' server workloads.
  • Handle top priority cases for top-most customer segment as part of a sophisticated technical team.
  • Works as a sophisticated technical resource during technical on-site engagements.
  • Drives and/or coordinates cross team and cross vendor communications to align resources to resolve customer technical issues that span multiple products and vendors.
  • Help resolve the most technically complex, mission critical or politically hot customer issues.
  • Develops and reviews advanced technical training for internal and external audiences across multiple products or components.
  • Participates on interview team and in training of new team members.
  • Participates as part of the on-call rotation.Qualifications:
    • Bachelor of Computer Science or equivalent experience.
    • 4+ year's hands-on troubleshooting experience with Citrix or similar products, which includes 3+ years' experience communicating with Engineering and Product Management teams.
    • A love and high level of skill in networking with exposure to NetScaler or other relevant load balancing products (i.e., F5, Brocade, Juniper, Riverbed, Barracuda, etc.).
    • Outstanding level of professional verbal and written communication that will translate well in a fast-paced business setting.
    • Citrix certifications or industry equivalent certifications are a plusPlease see our website for more job openings: https://altimetersolutions.com/job-board/

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