Product Supportability Engineer

About Cloud Software Group

Cloud Software Group combines the capabilities of both Citrix and TIBCO, 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. Now is the perfect time to move your skills to the cloud.

Job Description/Summary - The Product Quality Expert assists in the product quality and supportability management of a product line. Is involved with supporting pre-release product monitoring, quality analysis, and release readiness programs. The primary focus of this position is to collaborate with key stakeholders to implement a product supportability strategy with company's long business unit company goals, and across most internal functions.

Responsibilities

• Identify problem trends using technical support case data, user interviews, surveys, knowledge center articles, forum posts, and other social media outlets.
• Meet with key Technical Support stakeholders (tech leads, escalation engineers and TRM's) to identify and prioritize issues.
• Publishes articles on complex technical support issues in Citrix's online knowledgebase, reviews others' articles, and contributes on internal forums and distribution lists
• Collaborate with the senior team members to define longer term deliverables for high priority issues.
• Work with action item owners to track and communicate status of deliverables.
• Assist senior team members with the creation of presentation and meeting content.

Qualifications/Skills/Knowledge

• Demonstrates deep technical understanding in a core Citrix product line and foundational technologies.
• Excellent and extensive understanding of Citrix mission and corporate objectives and ability to apply this knowledge within Citrix and to identify product and process improvements.
• Full knowledge of Citrix support processes and escalation paths.
• Ability to work on multiple issues and prioritize work accordingly to business processes.
• Must possess an extensive knowledge and experience of the Citrix Systems products
• Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner.
• Able to provide teammates information in the form of Proactive emails, KB articles and other reference materials.
• Experience documenting research findings, market analysis and product requirements for both technical and non-technical audiences.
• Experience presenting to wide ranging audiences, including internal stakeholders, Webinars, trainings, and customer visits. Presentations at trade shows and industry events are a plus.
  

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 on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.