XenServer / Provisioning Server Escalation Engineer

Job Title: XenServer / Provisioning Server Escalation Engineer
Department: Technical Support
About Citrix
Citrix Systems, Inc. (NASDAQ:CTXS) is a leading provider of virtualization, networking and software-as-a-service (SaaS) technologies for more than 230,000 organizations worldwide. Its Citrix Delivery Center™, Citrix Cloud Center™ (C3) and Citrix Online Services product families radically simplify computing for millions of users, delivering applications as an on-demand service to any user, in any location on any device. Citrix customers include the world’s largest Internet companies, 99 percent of Fortune Global 500 enterprises, and hundreds of thousands of small businesses and prosumers worldwide. Citrix partners with over 10,000 companies worldwide in more than 100 countries. Founded in 1989, annual revenue in 2008 was $1.6 billion. For further information www.citrix.com
About the position – XenServer and Provisioning Server Escalation Engineer
Citrix has been operating in Dublin since 1999, currently employing 100 people in EMEA Technical Support, with almost 80 of these based in our Dublin headquarters. These include Technical Support Engineers, Escalation Engineers, Technical Relationship Managers, Support Readiness and Support Account Managers. Due to continued growth we now have an opening for an Escalation Engineer on our Server and Virtualisation Provisioning Team, based in our Dublin office in East Point Business Park, Dublin 3.
Position Summary
The primary responsibility for the XenServer and Provisioning Server Escalation Engineering Team is to manage all technical issues that are not resolved by L1 and L2 support. Thorough understanding of the customer’s environment and the ability to provide expert advice and advanced troubleshooting problem resolution steps are essential. It is the responsibility of the Escalation Engineer to work with the third level teams until the final solution is found. Many of the problem scenarios require trace analysis, propriety log analysis, advanced debugging of Windows, Linux and Unix OSes and management of the software defect code fix process.
As part of your job you will be working mainly with XenServer, Lab Manager, Provisioning Server and any other Citrix products used to deliver Server Virtualization solutions.
Primary Responsibilities
1. Case Work/Technical Support
• Manage and work complex and/or software defect Technical Support issues pertaining to an assigned subset of assigned Strategic Enterprise customers.
• Ensure responsive and timely resolution to all Strategic Enterprise customer incidents
• Participate in the Tech Support On Site (TSOS) program
• Oversee progress of escalated, high severity issues and jointly work with the engineer team in addressing escalated customer issues. Function as point-of-contact for issue management / resolution
• Monitor backlog of cases for assigned customers
• Create Knowledge Base articles and white papers to help increase customer awareness of complex Support issues
• Create and present technical Webcasts for customer base.
2. Skills Leveraged and Learned While In-position
• Increase skill sets with understanding storage technologies
• Increase understanding of programming languages (Python, C, C++, OCAML, Java, etc) as they relate to supporting the assigned products
• Increase skills in shell scripting
• Ability to assess and work as part of the team on feature changes and code fix recommendations for Citrix prod