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XenServer and Provisioning Server Escalation Engineer - Citrix Systems Ireland

Location Dublin

Salary €50000 - €60000

Industry IT Services

Category Technical Support

Type Permanent

Date Updated Monday 11 May 2009

Reference 80550978

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About Citrix

Citrix is the global leader and most trusted name in application delivery infrastructure. More than 180,000 organizations around the world use the Citrix Access Platform to provide the best access experience to any application for any user. Citrix customers include all of the Fortune 100 companies and 98% of the Fortune Global 500, as well as hundreds of thousands of small businesses and individuals. Citrix has offices in 22 countries, and more than 6,200 channel and alliance partners in more than 100 countries. For further information ? www.citrix.com

About the position ? XenServer and Provisioning Server Escalation Engineer

Citrix has been operating in Dublin since 1999, currently employing 100 people in EMEA Technical Support, with almost 80 of these based in our Dublin headquarters. These include Technical Support Engineers, Escalation Engineers, Technical Relationship Managers, Knowledge Management and Support Account Managers. Due to continued growth we now have an opening for an Escalation Engineer on our Server and Virtualization Provisioning Team based in our Dublin office in East Point Business Park, Dublin 3.

Position Summary:

The primary responsibility for the XenServer and Provisioning Server Escalation Engineering Team is to manager all technical issues that are not resolved by L1 and L2 support. Thorough understanding of the customer?s environment and the ability to provide expert advice and advanced troubleshooting problem resolution steps are essential. It is the responsibility of the Escalation Engineer to work with the third level teams until the final solution is found. Many of the problem scenarios require trace analysis, propriety log analysis, advanced debugging of Windows, Linux and Unix OSes and management of the software defect code fix process.

 

As part of your job you will be working mainly with XenServer, Lab Manager, Provisioning Server and any other Citrix products used to deliver Server Virtualization solutions.

Primary Responsibilities:

1. Case Work/Technical Support

  • Manage and work complex and/or software defect Technical Support issues pertaining to an assigned subset of assigned Strategic Enterprise customers.

  • Ensure responsive and timely resolution to all Strategic Enterprise customer incidents

  • Participate in the Tech Support On Site (TSOS) program

  • Oversee progress of escalated, high severity issues and jointly work with the engineer team in addressing escalated customer issues. Function as point-of-contact for issue management / resolution

  • Monitor backlog of cases for assigned customers

  • Create Knowledge Base articles and white papers to help increase customer awareness of complex Support issues

  • Create and present technical Webcasts for customer base.

2. Skills Leveraged and Learned While In-position

  • Increase skill sets with understanding storage technologies

  • Increase understanding of programming languages (Python, C, C++, OCAML, Java, etc) as they relate to supporting the assigned products

  • Increase skills in shell scripting

  • Ability to assess and work as part of the team on feature changes and code fix recommendations for Citrix products

  • Ability to develop applications and tools to assist L1 and L2 technical support in troubleshooting scenarios

  • Ability to perform in-depth analysis of memory/core dumps, user dumps, network traces and Citrix specific tracing and logging

  • Ability to investigate failures in Citrix modules and custom debug tracing necessary to isolate root cause

  • Participate with development throughout a product life-cycle to insure the proper hooks and tracing code are in place to support the released product from an escalation/3rd level standpoint. Ex. Integrate proper debug trace statements in suspect problem areas.

  • Design and host advanced training classes quarterly for the Global Escalation and ANG TRM Teams

  • Participate in internal employee facing and external customer facing training events throughout the US, EMEA and APAC

Qualifications & Requirements:

  • The candidate should possess a Bachelor of Science or Engineering in Computer Science (preferable) or Computer Information Systems or have the equivalent experience

  • Experience of Server Virtualization technologies

  • Strong knowledge of the administration features of Microsoft and UNIX operating systems as well as a strong knowledge of storage technologies, PXE boot technology

  • The position calls for an excellent customer service attitude and the ability to interact with customers in a professional manner

  • The ability to work in a fast-paced environment and use judgement in handling customer issues and provide technical assistance

  • The candidate should be a highly capable communicator (oral and written), who can precisely explain technical phenomena to Escalation Engineers, Product Managers, and management internal and customer facing

  • The ability to present technical subject matter to both technical and non-technical audiences

  • Must be flexible, dependable and have excellent time management skills

  • Able to work in both an individual and team environment depending on situational requirements

  • Able to communicate and suggest code fixes to third level teams

  • Availability to travel from time to time for training and to resolve customer?s issues.

 

A candidate should have strong experience with the following concepts and/or technologies :

  • Server Vitrualization Technologies (e.g XenServer, Open source xen, VMWare, Hyper V)

  • Storage Technologies (e.g Direct-attached storage (DAS), Fiber Channel, iSCSI, Network-attached storage (NAS), Storage area network (SAN))

  • Client and Server boot management solutions

  • Server Operating Systems (Windows, FreeBSD and Linux)

  • Internet software (Apache, BIND)

  • Sniffers and Protocol Analyzers (e.g tcpdump, ethereal)

  • Scripting (e.g Shell, Perl, Python)

  • Security (e.g. SSL/TLS, VPNs Firewall, IDS/IPS)

  • Knowledge of database technologies (e.g SQL Server, Oracle)

  • A strong working knowledge of the TCP/IP protocol stack

  • A working knowledge of UNIX sserver administration and scripting

  • Excellent troubleshooring and debugging skills

  • Basic knowledge of C/C++ or other high level programming language

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