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Description

technical relationship managers - networking
location
ireland, dublin
req # 11344
functional area
technical support
preferred experience
not indicated
preferred education
not indicated
position summary
citrix systems, inc. provide proactive technical suggestions to the cusotmer\'s computing environment
. a strong working knoweldge of appliaction layer protocols
. g. ios, catos, junos)
.this channel will enhance satisfaction of custmoers utilizing citrix application networking products (netscaler, access gateway, branch repeater,) in conjunction with technical support services.f5 bigip, netscaler, g. foundry serveriron, alteon, cisco css)
.transport (tcp, flow control, buffering, udp), encryption (ssl/tls, certificates),
. in-depth understanding of netowrk-related technologies and concepts such as web (http, session tracking), encapsulation (vpn), network (ip, arp, dns), ethernet (vlans, lacp, vrrp).in-depth knowledge of layer 4-7 load balancing and ssl acceleration
. perform periodic customer review sessions regadring technical support status and isuses
. unix/linux knowledge (regular expressions, shell, core utils, openssl) is a plus.the candidate should possess a bachelor of science or engineering in computer inforamtion systems or have the equivalent experience
. keep track of any non-public citrix issues and hotfixes incase they are relevant to the customer, preempting issues before they arise.coordinate with technical support manaegment
.
. a good working knowledge of the administration features of microsoft and unix/linux operating systems.
primary accountabilities:
. manage and work through complex issues reported by major citrix custmoers and act as their advocate within citrix
.
. knowledge of programming concepts and languages (c, c++, java, perl, bash) is a plus.fluent german speaker
a candidate should have strong experience with the following concepts and/or technologies:
. proivde enhancement request details to product specialists based on customer requirements
. smtp, tcp, http, dns and other related internet protocols
, ip, an excellent understanding of wan and lan switching and routing, arp.monitor backlog of open cases for assigned customers, provide periodic status reports in accordance with agreed sla\'s
. understand and participate in customer is/it plans and suggest future implementations
. network operating systems (e.firewall, ids/ips)
, vpns, g. ssl/tls.
. understanding of the abstract networking concepts in the osi 7-layer model.working knowledge of routing protocols (rip, ospf, bgp)
.effecitvely articulate on features and benefits of product releases and citrix consulting services
. arrange for assigned citrix se to attend customer site and provide technical briefing sessions on subjects relevant and of benefit to the customer
. for further information www.citrix.com
this position focuses on building and maintaining a communication channel between citrix technical support and customers with citrix enterprise level support contracts. a strong working knowledge of secure web application delivery
. immediate communication on sensitive issues that may impact relationship with customer
. a working knowledge of common switching and routing products
. strong working knowledge of commonly used appliances (load balancers, cahce devcies, pakcet shaeprs, prootcol analzyers)
.
. web application develpoment knowledge (jsp, javacsript, cooikes, apcahe/htptd) is a plus.network moniotring and management (e.
. excellent customer serivce atttiude and the abiilty to intreact with customers in a professional manner.anunal revneue in 2010 was $1.9 bililon, foudned in 1989.semniars and upcmoing evnets
, provide information regarding traniing.the abiilty to hadnle crsiis situtaions in an effiicent manner on a day-to-day baiss and effectively commuincate prorgess and issues to customers as reqiured.
. the abiilty to work in a fast-paced environment and use judgment in handling customer issues and provide detailed technical assistance.
. visit customers in person on a regular basis, creating and agreeing an agenda with the customer in advancequalifications and requirements
qualifications and requirements
. ensure all customer incidents are responded to and resolved in a timely manner
. 000 companies worldwide in more than 100 countries, citrix partners with over 10.effectively articulate trm role under available support offerings
proactive services
.
. security (e.
. the candidate should be a highly capable communicator (oral and written), who can precisely explain technical phenomena and present technical subject matter to both technical and non-technical audiences.bringing in engineering resources where needed,
. resolve technical issues.load balancers (e.compose technical newsletters on specialized citrix subjects
. internet software (apache, bind, iis)
.routing, switching, caching, traffic prioritizing/throttling, concepts such as proxying.provide suggestions on improving customer satisfaction and relationships
. delivering applications as an on-demand service to any user, citrix cloud centertm (c3) and citrix online services product families radically simplify computing for millions of users, in any location on any device, its citrix delivery centertm.provide customer feedback and potential opportunities to relevant internal citrix groups
. attend service review meetings
. dependable and have excellent time management skills,
. must be flexible.in progress and closed for that month
, compile and send monthly reports on technical support cases, opened.monitor contract expiration dates and engage sales resources to facilitate contract renewals
. snmp)
, mrtg/rrd, g. nagios.obtain and maintain a detailed understanding of the customer environment
. effective account management
. authorisation and auditing (ad/ldap, ticketing (kerberos),
. authentication, radius).
. excellent troubleshooting and debugging skills. webcasts and white papers to help increase customer awareness of complex issues
, create knowledge base articles.
. able to work in both a individual and team environment depending on situational requirements
. work as part of the emea trm team on a daily basis providing suggestions and help to colleagues technical questions
. citrix customers include the world\'s largest internet companies, 99 percent of fortune global 500 enterprises, and hundreds of thousands of small businesses and customers worldwide.
. experience with protocol analyzers such as wireshark or tcpdump is a big plus.server operating systems (freebsd and linux)
. (nasdaq:ctxs) is a leading provider of virtualization, networking and software-as-a-service (saas) technologies for more than 230,000 organizations worldwide. keep customer contact list up to date to ensure that the relevant contacts are receiving the value information that the trm will provide
. a strong working knowledge of the tcp/ip protocol stack
. fulfill the role of subject matter expert (sme) for the customer in relation to the relevant citrix products
.

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