Cloud Support Engineer

Req ID: POS-48431

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Cloud Support Engineer

  • Ireland

About Cloud Software Group

Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world’s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done – from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks.  Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud

About This Team

We will give you the chance to work on cutting edge technology products that are fuelling the growth of cloud computing. Being part of the team means collaborating as part of a larger group to solve issues and provide a world class experience to our customers.

  • A role within the team involves working on the market leading Citrix Cloud, Citrix Virtual Apps and Desktops products.
  • The team focuses on delivering technical support to customers using high performance, high quality and highly secure software that delivers remote access to applications and desktops from any device from anywhere. 
  • There are opportunities for career progression into senior and lead positions as well diversifying into other departments and roles. 
  • The role is part of the rapidly growing Dublin Support team.

Job Description

  • Providing technical assistance on Citrix products to customers of small to medium size via phone, email and/or remote access
  • Achieving and maintaining agreed service levels along with other established goals
  • Works independently with minimal supervision.
  • May be responsible for providing guidance, coaching and training to other employees within job area.

Duties and Responsibilities

  • Conducting problem analysis and collaboratively identifying problems of minimal to moderate complexity
  • Publishing articles on moderately complex technical support issues in Citrix's Knowledge Centred Support systems
  • Documenting cases and resolutions clearly in the CRM system
  • Taking ownership of hot and/or more critical cases when required

 Required Experience/Skills

  • Ability to understand technical issues and apply technical concepts
  • Possesses good problem solving and analytical skills
  • Strong written and verbal communication skills, as well as listening skills
  • Advanced knowledge of Windows Desktop/Server and networking/WEB protocols (such as TCP/IP/HTTPS/DNS)
  • Language is an advantage- German, French, Spanish.

Nice-to-Haves

  • Want to work on diverse products, each requiring different technologies, methodologies and approaches to solving problems
  • Love to continuously learn and improve through external/internal courses, mentoring or on-the-job training
  • Are passionate about technology and naturally curious about cloud-centric virtualized world
  • Ability to work both independently and well with others
  • Outstanding problem-solving skills with an eye for details and the desire to problem solve

Experience and Education

  • Must possess a Degree/Dip in Science, Computing, Information Systems or equivalent experience
  • At least three years of experience in a technical customer support environment or field experience

Pay & Benefits Summary 

  • A concrete salary or pay range
  • 401(k) and retirement benefits
  • Reimbursement for travel
  • Health benefits
  • Time off allowance
  • Tuition reimbursement
  • Team outings and events

 

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.

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