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Associate Escalation Engineer NS
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Company : GMS Software Solutions
Location : Bangalore
Posted on : 1/17/2012
No. of Positions: 5
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Position Summary
The position involves resolving customer reported issues through collaboration with members from the Escalation and Engineering teams. Ownership includes maintaining communications with the customer and Engineering as the main point of contact through the case resolution process. The case ownership process also requires for the Escalation Engineer to perform the analysis of logfiles and network traces while reproducing (or attempting to reproduce) the product behavior. The candidate should possess excellent communications skillsand act as an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation (as needed). The individual must also posses the ability to resolve (or workaround) technically complex, mission critical or politically hot issues with general oversight by management, senior members of the team and/or Engineering. The candidate will be expected to become an expert in at least one core Citrix product and will be also be expected to write technical articles and case studies for the knowledge base (leveraging the customer reported cases). The candidate will also develop technical training material for internal audiences in at least one core Citrix product. The position requires three to four years of related experience and/or bachelors degree in a related field. A strong understanding of major Operating systems such as UNIX, Microsoft Windows Operating Systems is required. Citrix product certification and MCSE certifications are also preferred (but not required). The individual is expected to be flexible, dependable and have excellent time management skills.
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