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TIBCO
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Senior Escalation Engineer

Senior Escalation Engineer

TIBCO

4 - 8 years

6 - 10 Lacs

Bengaluru

Posted:4 days ago| Platform:

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Skills Required

WAN VPN LAN DNS SNMP HTTP Troubleshooting cisco Firewall OSPF

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are the Advanced support team specializing in NetScaler and NetScaler console products. As the ultimate level of support for our customers, we collaborate closely with LCM and Engineering teams to swiftly identify and resolve any customer issues or bugs, ensuring seamless operation of the customer environment.

Job Description/Responsibilities:
You have a three year university degree, combined with at least Seven years of tech support experience in a large enterprise environment.

You have obtained working knowledge of Networking (both client & Server OS) and good networking knowledge, including TCP / HTTP / SSLN/ DNS / WAN . You are comfortable working in understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols.

Ideally you have also obtained industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi. If this sounds like you, we d love to speak to you right away.

Position Overview :
The Senior Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise wide mixed environments. The incumbent often assists less senior colleagues - conducting case reviews and providing guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.

Role Responsibilities :

Independently defuses sophisticated customer situations by using appropriate communication planning and follow-through that helps drive confident communication.
Independently resolve the most technically complex, critically important, or politically hot customer issues.
Be an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation and using productive multi-functional relationships with senior-level players in their area of expertise.
Provides problem report prioritization for Engineering in at least one Citrix Networking product.
Collaborate with other teams to write & review complex technical articles and case studies for the knowledgebase using the customer reported cases, product specifications, and multifaceted experience.
Act as an authority in at least one of our Citrix Networking products and demonstrates a solid grasp of at least one adjacent product.
Develop and review advanced technical training for internal and external audiences across multiple products or components.
Participation in a 24x7 on-call rotation.
Participate in projects as a collaborator or sub-team leader.

Basic Qualification:

BS or BA in Computer Science, Information Systems, Engineering, Mathematics, Physics, Statistics or related technical discipline experience preferred.
Experience working with multi-tiered application design and development, as well as, experience with debugging techniques and tools required, including the ability to analyze and debug dump files, network and stack traces.
Load Balancers (e. g. Citrix NetScaler, F5 BigIp, Cisco CSS).
Web Application Firewalls (e. g. Citrix NetScaler, Imperva, Akamai)
SSL VPN solutions (e. g. Citrix NetScaler Gateway, Juniper SA Series, Cisco SSL VPN).
Network monitoring and management (e. g. PRTG, Obkio, Auvik, SNMP).
Sniffers and Protocol Analyzers (e. g. Wireshark, tcpdump, ethereal).
Knowledge of Security technologies (e. g. SSL/TLS, VPNs, Firewall, IDS/IPS).
Knowledge of routing protocols (RIP, OSPF, BGP) and switching technologies
A solid understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols.
A strong working knowledge of secure Web application delivery
A strong working knowledge of the TCP/IP protocol stack.
A strong working knowledge of application layer protocols.
Knowledge of Layer 4-7 load balancing and SSL acceleration technologies.

Preferred Certifications :

Citrix / CCNA Certification
Virtualization / Cloud working knowledge ( AWS / Azure / ESXi / GCP)

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Senior Escalation Engineer