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Citrix Systems Inc. Senior Technical Support Engineer - EPM in United States

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

Location:RaleighRequisition:R24614 Senior Technical Support Engineer - EPM (Evergreen) (Open)Job Posting Title:Senior Technical Support Engineer - EPM

What we're looking for:

Do you love taking on hard-to-solve technical problems? Are you passionate about gaining exposure to exciting products? Are you looking for an opportunity that provides professional growth and learning? Would you like to work for one of the most creative companies around?

If you answered yes to these questions, we may have the job for you.

Position Overview

We are seeking a talented Senior Technical Support Engineer to join our Mobility team. We believe that the customer comes first and, you will be instrumental in providing a premier customer service experience to our customers and partners. We actively provide problem identification and resolution on Citrix Endpoint Management. You will utilize your troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is challenging but, the partnership makes this opportunity one that is very rewarding.

Role Responsibilities

  • We are customer obsessed and aim to provide extraordinary technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.

  • You will perform advanced problem analysis and isolate problems of moderate to high complexity, with little instruction from team leads and/or management.

  • We have targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals you will strive to achieve.

  • We love collaboration and give you an opportunity to publish articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles

  • You may participate in weekend follow the sun coverage and occasionally conduct onsite mission.

  • We value education and ask that you pass Citrix certifications to advance your skills and career.

Basic Qualifications

  • Requires advanced knowledge of job area obtained through advanced education combined with experience. May have practical knowledge of project management.

  • Requires a University Degree or equivalent experience and minimum 5 years of prior relevant experience; or a Master’s degree with 3 years; or a PhD without experience.

Preferred Qualifications

  • You should have experience with MDM, MAM or EMM products and technologies in an Enterprise environment.

  • We are looking for you to have a suitable understanding of the Network topology, Active directory, and communication protocols.

  • In this role you will develop a deep technical understanding in a core Citrix product line.

  • We need you to possess good problem solving and analytical skills.

  • Definitely need strong written and verbal communication skills.

  • Deep understanding of server administration and networking protocols (such as TCP/IP).

  • An excellent customer service attitude and the ability to interact with customers in a professional manner are required.

  • CompTIA Mobility+ is a plus.

  • Experience in administrating a PKI infrastructure in areas as certificate authorities, server or client certificates.

  • Ideally you will have at least one year of experience in a technical customer support environment or field experience.

  • Exposure supporting EMM, MDM or MAM on mobile devices/OS such as iOS, Android, Windows.


What you’re looking for:

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area:Tech Support

About us:

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: 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.

Citrix Systems, Inc. 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.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com for assistance.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

Citrix (NASDAQ:CTXS) aims to power a world where people, organizations and things are securely connected and accessible to make the extraordinary possible. We help customers reimagine the future of work by providing the most comprehensive secure digital workspace that unifies the apps, data and services people need to be productive, and simplifies IT’s ability to adopt and manage complex cloud environments. With 2017 annual revenue of $2.82 billion, Citrix solutions are in use by more than 400,000 organizations including 99 percent of the Fortune 100 and 98 percent of the Fortune 500.