XenServer and Provisioning Server Escalation Engineer - Citrix Systems Ireland
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 ?
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)
