Senior Escalation Engineer Job in Cloud Software Group

Job Title: Senior Escalation Engineer

Location: Bengaluru, Karnataka, India

About Us:

Cloud Software Group is one of the world's largest cloud solution providers, serving over 100 million users globally. When you join Cloud Software Group, you are helping real people access cloud-based products that empower them to work from anywhere. Our team values passion for technology, courage to take risks, and empowering individuals to dream, learn, and build the future of work. Now is the perfect time to join us and be part of the next evolution in cloud technology!

About This Team:

We are the Advanced Support team, specializing in NetScaler and NetScaler Console products. As the highest level of support, we collaborate closely with LCM and Engineering teams to swiftly resolve customer issues and bugs, ensuring seamless operation of their environments. We work on complex, critical issues and ensure that our customers receive top-tier technical assistance.

Job Description:

The Senior Escalation Engineer is responsible for providing advanced technical support to customers facing critical, high-complexity issues. You will act as a liaison between customers, engineering teams, and product development, ensuring quick and effective resolution of customer problems. Your work will have a direct impact on the customer experience by resolving issues that are politically sensitive or technically intricate. Additionally, you will play a vital role in mentoring junior engineers and contributing to knowledge sharing within the team.

Role Responsibilities:

• Advanced Technical Support: Independently resolve highly complex customer issues by using advanced troubleshooting skills. You will handle the most critical and politically sensitive customer situations and issues.
• Customer Communication: Defuse difficult customer situations through effective communication planning and follow-through, ensuring confident communication with customers at all levels.
• Collaboration with Engineering: Be an effective technical interface between the customer and the 3rd Level Engineering/Product Development teams, ensuring clear documentation and resolution.
• Technical Leadership: Act as an authority on Citrix Networking products and provide guidance and mentorship to less experienced colleagues. You will also contribute to writing complex technical articles and case studies for the knowledge base.
• Knowledge Sharing: Develop and review advanced technical training materials for both internal and external audiences on multiple products or components.
• On-call Rotation: Participate in a 24x7 on-call rotation to provide continuous support to customers.
• Problem Report Prioritization: Work with Engineering teams to prioritize product issues and provide timely feedback.
• Project Participation: Contribute as a collaborator or sub-team leader in various technical projects.

Basic Qualifications:

• BS or BA in Computer Science, Information Systems, Engineering, Mathematics, Physics, Statistics, or a related technical discipline.
• 7+ years of technical support experience in a large enterprise environment.
• In-depth networking knowledge, including:
  • TCP / HTTP / SSL / DNS / WAN
  • WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS, and other related internet protocols.
• Experience with Citrix Networking Products such as NetScaler, F5 BigIP, Cisco CSS, and others in load balancing, SSL VPN solutions, and web application firewalls.
• Experience with debugging tools and techniques, including dump files, network traces, and sniffers like Wireshark and tcpdump.
• Knowledge of routing protocols (RIP, OSPF, BGP) and switching technologies.
• Experience with security technologies such as SSL/TLS, VPNs, Firewalls, IDS/IPS.
• Experience with network monitoring tools such as PRTG, Obkio, Auvik, SNMP.

Preferred Certifications:

• Citrix Certification or CCNA.
• Working knowledge of Virtualization/Cloud technologies like AWS, Azure, ESXi, or GCP.

Why Join Us?

• Impactful Work: At Cloud Software Group, you will work on solving complex, high-priority issues that directly impact customers worldwide.
• Continuous Learning: You'll have opportunities for growth and learning with exposure to cutting-edge technologies in a dynamic, collaborative environment.
• Supportive Culture: Our team values innovation, knowledge-sharing, and mentorship, ensuring everyone has the tools and opportunities they need to thrive.

Equal Opportunity Employer:

Cloud Software Group is committed to Equal Employment Opportunity (EEO) and complies with all applicable federal, state, and local laws that prohibit discrimination in employment. We consider all qualified applicants for employment without regard to race, color, creed, sex, gender identity, sexual orientation, ethnicity, national origin, ancestry, citizenship, religion, disability, pregnancy, marital status, military service, protected veteran status, political activity, and other protected classifications.