Description:
Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!
The Principal Supportability Engineer is a highly technical and strategic position requiring effective collaboration with Services leadership and Product teams. The focus of this role is to understand from a technical standpoint the most pervasive issues impacting customers’ ability to maintain and adopt Citrix solutions, utilize those insights to drive improvements to our product and technical content with the goal of improving overall customer experience. Additionally, the role also involves effectively communicating customer challenges and Supportability strategies to an executive audience. This is an exciting and challenging position for an individual who is passionate about customer success and wants to help Citrix deliver the best experience in the work place.
Responsibilities
- Conduct data and technical analysis to understand product implementation, maintenance and renewal challenges that hinders customer adoption and time to value.
- Utilize Qualitative (user interviews, surveys, feedback from customer facing teams) and Quantitative data (Tech Support cases, Knowledge Center Article consumption) to analyze and understand customer challenges
- Discuss pervasive technical issues at the architectural level with Product Management and Engineering, write user stories to address those challenges, test the improvements and manage the timely release
- Work with the Readiness and Marketing teams to maximize awareness of Supportability solutions, accelerate adoption and maximize impact.
- Involved in the publication and review of knowledge articles on top Support issues and contributes to internal forums and distribution lists.
- Develop and deliver presentation to leadership on business trends and progress made on Supportability initiatives
- Key contributor highlighting support challenges at various cross team meetings between Product, Services and Sales
- Mentor and up level the technical skillsets of junior team members to promote growth and technical ability
- Develop an understanding of product supportability efforts among key competitors in order to influence our initiative and strategy to show Citrix as a clear differentiator.
- Demonstrates deep technical understanding in core Citrix solutions, and foundational technologies.
- Has been involved with designing, deploying and supporting Virtualization and Networking solutions for Citrix Enterprise customers.
- Has a proven understanding of business operations for Enterprise customers, particularly in the realm of delivering applications and data to end-users, while maximizing productivity and customer value.
- Understanding of Software Development Lifecycle and Agile methodologies
- Demonstrates strong, independent problem-solving skills and ability to be both strategic and hands-on.
- PowerPoint and Excel expert with ability to create extensive reports (Pivots, Vlookups, Macros).
- Experience presenting to wide ranging audiences, including internal stakeholders, Webinars, trainings, and customer visits. Presentations at trade shows and industry events are a plus.