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Lead Escalation Engineer

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Cloud Software Group

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Location:
India , Bengaluru

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Lead Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues and uses sophisticated technical troubleshooting skills to independently resolve high-complexity customer issues.

Job Responsibility:

  • Providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access
  • Support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments
  • Assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution
  • Uses sophisticated technical troubleshooting skills to independently isolate, analyze, and provide resolution to customer issues of high complexity
  • Qualifies only the most complex customer issues for assistance from the escalation team or other vendors
  • Works to achieve operational targets with major impact on the departmental results
  • Contributes to the development of goals for the department and planning efforts (budgets, operational plans, etc.)
  • May manage large projects or processes that span outside of immediate job area
  • Responsible for making moderate to significant improvements of processes, systems or products to enhance performance of job area
  • Communicates with parties within and outside of own job function
  • Typically has responsibility for communicating with parties external to the organization (e.g., customers, vendors, etc.)
  • Works to influence parties within and outside of the job function at an operational level regarding policies, procedures and practices
  • Typically responsible for providing guidance, coaching and training to other employees within job area
  • Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products

Requirements:

  • Engineering university degree
  • At least five years of tech support experience in a large enterprise environment
  • Solid understanding of windows (both client & Server OS)
  • Solid understanding of Linux networking (DNS / DHCP / IP) and basics networking knowledge, including TCP / UDP / SSLN
  • Comfortable working in solving problems / debugging ASP.NET based multi-tenant cloud services
  • Proven understanding Windows
  • Industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi (ideal)
  • Minimum 8 years of prior relevant experience with a University Degree or equivalent
  • or Master’s degree with 6 years
  • or PhD with 3 years of experience
  • Proficient with managing escalated and challenging customer situations
  • Experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture
  • Working understanding of networking protocols, security technologies, and topography
  • Basic understanding of Databases (SQL preferred) and SAN technologies
  • General knowledge of scripting (Powershell etc) or introductory coding knowledge
  • Deep understanding of OS Internals

Nice to have:

  • Citrix / Microsoft / VMware certifications
  • Citrix XenApp / XenDesktop solid understanding
  • Virtualization / Cloud solid understanding (AWS / Azure / ESXi)
  • Networking / Active Directory Recognized subject matter expert
  • Linux, Hypervisor, thin clients
What we offer:
  • Competitive salary and annual bonus
  • Health Insurance, Life and Accidental Insurance
  • Tax Saving benefits like NPS (National Pension Scheme) & Voluntary PF
  • Free transportation to and from Office
  • Complimentary food and juices at the office campus
  • Health and Wellness Programs like "Live well and earn rewards" & Employee Assistance Program (EAP)
  • Privilege leaves, sick/casual leaves, public holidays & paternal leave

Additional Information:

Job Posted:
January 30, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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