Senior Technical Support Engineer

About Cloud Software Group

Cloud Software Group combines the capabilities of both XenServer and Citrix, 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.

About XenServer

XenServer is a commercial virtualization platform based on the open-source Xen hypervisor. XenServer powers everything from government organizations, multi-thousand seat virtual desktop deployments, super-fast network load balancers, all the way up to some of the largest public and private clouds in the world.

You are a successful Senior Technical Support professional with more than 5+ years of experience supporting IT professionals in a Virtualization environment. You have a history of proven customer service achievements based on prior achievements and future goals. You are ready for the challenge and reward of being part of a groundbreaking software services company, leading the way toward guiding companies to achieve their goals, and forging a path towards a positive customer experience for every customer.

This position is Remote - Atlanta Georgia.

About This Team

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

Focuses on in-depth problem analysis of XenServer 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 XenServer 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 XenServer knowledgebase in the form of new or updated technical articles/documents.

Passionate about issue resolution or prevention.

Duties and Responsibilities

Provides technical assistance on XenServer products to customers via phone, email and/or remote access, and other appropriate channels.

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

5+ years supporting end-users, hardware and virtual infrastructures, or a Masters degree with 3 years..

A strong understanding of virtualization and server hardware.

A strong practical knowledge of storage systems and protocols (SANs, iSCSI, HBA, NFS, GFS2).

A strong practical understanding of the OSI Model and common networking protocols.

A practical knowledge of Linux and command line.

A practical knowledge of Microsoft Active Directory and Windows Virtual Infrastructure.

Nice-to-Haves

Acquired an industry certification (CCNA, A+, Network+, Server+, Linux+, Storage+).

Understanding of Python / Shell scripting for code readability and writing scripts to automate tasks.

2+ years supporting enterprise virtualization and storage.

Portuguese or Spanish Language is a plus.

Education

Requires practical knowledge of the job area typically obtained through advanced education combined with experience University Degree or equivalent experience and minimum 5 years of prior relevant experience.

Pay & Benefits Summary

A concrete salary or pay range

401(k) and retirement benefits

Health benefits

Time off allowance

Tuition reimbursement

Team outings and events

About Us:

Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world's largest cloud solution 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-based products to get work done - from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered 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.

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. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at (800) 424-8749 or email us at for assistance.