Escalation Engineer Citrix - Greece

Escalation Engineer

Citrix - Greece, Patras (Greece)

Job Description

Bytemobile is the global leader in Smart Capacity™ solutions for video and web traffic on mobile networks, with more than 130 cumulative operator deployments in 60 countries. Founded in 2000, Bytemobile was created to solve a real problem - high-bandwidth data applications on low-bandwidth voice networks - and to fulfill a real promise: the perpetual value of improving the mobile user experience. Bytemobile has proven its ability to meet operators’ immediate challenges today while laying a foundation for the next generation of mobile networks to capitalize on tomorrow’s opportunities. For Bytemobile and its worldwide customer base, the future is here - now. To meet the rapidly growing needs of the network capacity management space, Bytemobile is looking for a highly talented and motivated Escalation Engineer.


WHAT YOU WILL OWN:

• Serve as the primary support contact and technical support liaison to assigned customers
• As necessary, escalate issues to Bytemobile Customer Support team members, team leader, team manager, or other Bytemobile teams in accordance with relevant Bytemobile Customer Support procedures
• When a software bug is discovered, log issues in the bug tracking system, reproducing the bug and providing all reasonable data to the Engineering Group
• Create knowledge base documentation for all resolved issues when an existing document does not exist or the issue is not covered by product documentation; review knowledge base documents to ensure that they are technically valid, clear, grammatically correct, and presentable
• Participate in new product or version readiness programs and ensure technical readiness throughout Customer Support worldwide: learn the new product or version, create knowledge base documentation and provide technical training to other members of Customer Support
• Write tools and scripts to assist in troubleshooting and support activities
• Technically engage in the resolution of crisis or emergency situations as requested by the Bytemobile Customer Support team leader, manager and/or Director; promptly alert the team leader and manager to issues that could lead to a crisis or emergency situation
• If and when required, record time utilization and update records on a weekly basis to ensure that all data logged is accurate
• Maintain administration of assigned cases, ensuring that case detail and status are accurate and up to date at all times
  
  
  
  • Travel to customer data centers as required, to fulfill tasks such as issue resolution, upgrades and performing assessments and site/system audits
  • Participate in ‘Out of Hours’ maintenance windows as required, to fulfill tasks such as platform configuration changes, software upgrades etc
  • Participate in an on-call rotation; when assigned to be on-call, be available by phone 12 hours per day, 7 days per week, including public holidays, and respond to alerts immediately and be no more than 30 minutes away from being able to actively engage, log any technical support issues raised in the call tracking system and begin resolution

 
Qualifications and Requirements

A technical Bachelor’s degree

Years of Experience Required

• 2+ years’ experience in the technical support arena in a software and/or telecommunications environment

Experience & Skills

• Relevant customer facing experience
• Strong problem-solving skills and demonstrated ability to articulate and present technical solutions
• Strong interpersonal and communication skills, both written and verbal, with the ability to develop and maintain working relationships at all levels, both with customers and internally
• Customer focused, with strong teamwork skills and a flexible self-motivated approach
• Willingness to work in pager on-call rotation

Technical Skills Required

• Experience with UNIX (Linux and/or Solaris) administration
• Demonstrated experience with application protocols, primarily HTTP and SNMP
• Knowledge of internet protocols such as TCP/IP and UDP

Technical Skills Desired

• Experience in providing support to a tier-one or tier-two mobile or telecommunications operator
• Knowledge of programming in C/C++, PERL, Bash or other language
• Knowledge of RADIUS accounting protocol
• Experience with IP routing and networking including VLANs, VPN, firewalls, NAT, load balancing etc
• Experience with Web Proxy technologies such as Apache, Squid etc

WILL YOU TRAVEL?

• Travel to customer data centers as required, to fulfill tasks such as issue resolution, upgrades and performing assessments and site/system audits
• Travel is expected to be less than 10%

Company Description

Citrix makes virtual computing solutions that help people work and play from anywhere on any device. More than 230,000 enterprises rely on Citrix to create better ways for people, IT and business to work through virtual meetings, desktops and datacenters. Citrix virtualization, networking and cloud solutions deliver over 100 million corporate desktops and touch 75 percent of Internet users each day. Over 10,000 companies partner with Citrix in 100 countries. Annual revenue in 2011 was $2.2 billion.

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