Lead Technical Support Engineer - Networking

Req ID: POS-48389

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Lead Technical Support Engineer - Networking

  • Ft. Lauderdale, Florida, United States

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

What we're looking for:

You are a successful Technical Support professional with more than 5+ years of experience supporting IT professionals in a Network environment. You have a history of proven customer service achievements based on prior achievements and future goals. You are ready for the challenge and reward of being part of a groundbreaking software services company, leading the way toward guiding companies to achieve their goals, and forging a path towards a positive customer experience for every customer. You share our vision of migration to the Cloud and are passionate about delivering Cloud solutions to customers. This position is full-time in the office and available in Alpharetta, GA, or Fort Lauderdale, FL.


We Offer:

Competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.


Position Framework:

The Lead Technical Support Engineer is responsible for providing technical assistance for Citrix products to customers via phone, email, and other channels as appropriate. The position focuses on in-depth problem analysis of Citrix products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues. Customer size can range from Small businesses to Large Enterprises.


Traditional Responsibilities:

  • Provides technical assistance on Citrix products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access, and other appropriate channels
  • Performs sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management
  • Achieving and adhering to established Service Level Agreements and Key Performance Indicators
  • Validates and qualifies sophisticated customer issues and business impact which may require collaboration with more senior-level team members or other vendors
  • Gives to the Citrix knowledgebase in the form of new or updated technical articles/documents passionate about issue resolution or prevention
  • Documents cases, recommendations, and resolutions clearly in the CRM system
  • Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments
  • Weekend work is voluntary and is considered overtime pay


We Require:

  • Requires a University Degree or equivalent experience and a minimum of 5-7 years of prior relevant experience
  • 3-5 years supporting IT professionals in the Networking field
  • Developed a strong practical understanding of the OSI Model and common networking protocols.


We Prefer:

  • Acquired an industry certification (CCNA, CCNP, Network+)
  • Solid understanding of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
  • Solid understanding of Load Balancers (NetScaler, F5, Cisco CSS)
  • Solid understanding of Network Operating Systems (IOS, CatOS, JunOS)
  • Solid understanding of Layer 4-7 load balancing and SSL acceleration
  • Fluent in Spanish and/or Portuguese is a plus, but not required

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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