Senior Escalation Engineer - Indonesia
Position Summary
JOB DESCRIPTION
SENIOR ESCALATION ENGINEER
Citrix ByteMobile manufactures products which unify, simplify, and accelerate the deployment of advanced wireless data services to mobile handsets, laptops, and PDAs.
More than one billion subscribers around the world have access to Citrix ByteMobile solutions via more than 100 mobile network operators. Citrix ByteMobile solutions are deployed globally in more than 55 countries. The Citrix ByteMobile Technical Support Team is continuing to expand, striving for operational excellence in each of our customers. This opportunity exists to recruit a Senior Escalation Engineer who will be part of the remote Global Support team based in Jakarta, IndonesiaRole & Responsibility:
Serve as the primary technical support contact and technical support liaison to assigned customers. Provide a high level of technical competence to independently resolve complex trouble reports. Maintain information on assigned customer, including contact points, deployment data, remote access method(s) and other information as requested by management As necessary, escalate issues to other team members, team leader, team manager, or other teams in accordance with relevant Citrix ByteMobile Technical Support procedures Serve as a technical expert within the team; assist and guide engineers in the execution of their duties and problem resolution Travel to customer sites or data centers as required, to fulfill tasks such as proactive maintenance tasks, issue isolation & resolution, upgrades and performing assessments and site/system audits 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 Work toward becoming a subject matter expert in one or more relevant Citrix ByteMobile products or solutions and in one or more relevant non-Citrix ByteMobile technologies Participate in new product or version readiness programs and ensure technical readiness throughout Technical Support worldwide: learn the new product or version, create knowledge base documentation and provide technical training to other members of Technical Support Write tools and scripts to assist in simplifying troubleshooting and automating support activities Technically engage in and lead the technical resolution of crisis or emergency situations as requested by the team leader, manager and/or Senior Director /Vice President, Worldwide Technical Support; promptly alert the team leader and manager to issues that could lead to a crisis or emergency situation Maintain administration of assigned cases, ensuring that case detail and status are accurate and up to date at all times 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 RequirementsEssential Criteria:
At least five years of experience in the technical support arena in a high availability software and/or telco/mobile-telco environment, preferably in a multinational company dealing with customers and colleagues around the world At least four years’ IP routing and networking experience in the following areas: VLANs, VPN, firewalls, NAT, load balancing Protocol-level knowledge of internet technology, TCP-IP and operations Minimum three years’ UNIX (Linux and/or Solaris) administration At least three years’ demonstrated web and application-level experience with protocols such as HTTP/HTML, IMAP, SMTP, POP3, and MAPI Extensive hands-on working with network sniffer tools such as wireshark/ethereal, snoop or tcpdump Proven technical expertise in mobile and/or internet technologies, with strong problem-solving skills and demonstrated ability to articulate and present technical solutions to address business problems Responsibility and Ownership - Demonstrable skills, of personal responsibility and ownership (from start to finish) of technical problems, Support Programs and Projects Strong interpersonal and communication skills, both written and verbal, with the ability to develop and maintain strong working relationships at all levels, both with customers and internally Demonstrated ability to work under pressure, manage critical situations and to influence without direct authority Operationally focused, with proven experience in a results-driven environment Customer focused, with strong teamwork skills and a flexible self-motivated approach Work in pager on-call rotation Excellent spoken and written English language skillsDesirable Criteria:
A degree in technology Demonstrated mobile networking experience, with skills in CDMA, GSM, GPRS, PDSN, SGSN, GGSN, and tunneling protocols Experience with UNIX shell scripting, PERL or C/C++programming Experience working in Core Network or VAS teams on products such as primarily Multi Services Proxy (MSP) and secondarily Analytics (Big Data) Familiarity with debugging tools such as dtrace. Experience in providing support to a tier-one or tier-two mobile or telecommunications operator Experience as a senior support team member or in a support team lead role, with demonstrated ability to mentor and give direction to others and to work with independence, autonomy and self-reliance Political astuteness and understanding of commercial principles and impact Demonstrable track record of hands-on customer experience as a senior support team member at a tier-one or tier-two mobile operatorJob Segment: Telecom, Telecommunications, Engineer, System Administrator, Developer, Technology, Engineering
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