Sr. Technical Support Engineer

Req ID: POS-48820

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Sr. Technical Support Engineer

  • Alpharetta, Georgia, 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

About This Team

The Technical Support Engineering Team is responsible for providing technical assistance for Cloud Software Group products to customers via phone, email, and other channels as appropriate.

  • Focuses on in-depth problem analysis of Cloud Software Group products.
  • Ensures products are integrated successfully into customer environments.
  • Utilizes fundamental troubleshooting skills and technical knowledge.
  • Isolates, analyzes, and provides resolution to customer issues.
  • Supports clients that can range in size from Small businesses to Large Enterprises.

Job Description

Provides technical assistance on Cloud Software Group 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
  • Validates and qualifies sophisticated customer issues and business impact which may require collaboration with more senior-level team members or other vendors
  • Gives and shares with others to expand the Cloud Software Group knowledgebase in the form of new or updated technical articles/documents
  • Passionate about issue resolution or prevention

Duties and Responsibilities 

  • Documents cases, recommendations, and resolutions clearly in the CRM system
  • Achieves and adhering to established Service Level Agreements and Key Performance Indicators
  • Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments
  • Some weekend work may be required.

Required Experience/Skills 

  • 3+ years supporting IT professionals in the Networking field
  • A strong practical understanding of the OSI Model and common networking protocols.

Nice-to-Haves 

  • 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

Education

  • Requires a University Degree or equivalent experience and minimum of 3 years of prior relevant experience

Pay & Benefits Summary 

  • Competitive Market Salary
  • 401(k) and retirement benefits
  • Reimbursement for travel
  • Health benefits
  • Paid 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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