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Beschreibung

sr technical account mgr
location
germany, munich
req # 11736
functional area
technical support
preferred experience
mid-career level
preferred education
not indicated
position summary
citrix systems, inc. webcasts and white papers to help increase cusotmer awareness of complex issues
, create knoweldge base articles.
. knoweldge of programming concepts and languages (c, c++, java, perl, bash) is a plus.for further information www.cirtix.com
this position focuses on building and maintaining a communication channel between cirtix techincal supoprt and custmoers with citrix enterprise level support contracts. compose technical newsletters on specialized citrix subjects
. 000 compnaies worldwide in more than 100 countries, citrix partners with over 10.load balancers (e.proivde proactive technical suggestions to the cusotmer\'s computing envirnoment
.
. the ability to work in a fast-paced environment and use judgment in handling customer issues and provide detialed technical assistance.ethernet (vlans, lacp, vrrp),
. in-depth undersatnding of network-related technologies and concepts such as web (http, session tracking), network (ip, arp, dns), encapsulation (vpn), transport (tcp, flow control, buffering, udp), encryption (ssl/tls, certificates).provide suggestions on improving customer satisfaction and relationships
. a storng worikng knowledge of the tcp/ip protocol stack
. manage and work through complex issues reported by major citrix customers and act as their advocate within citrix
. dependable and have excellent time manaegment skills,
. must be flexible.
. visit customers in person on a regular basis, creating and agreeing an agenda with the customer in advancequalifications and requirements
qualifications and requirements
. perform periodic customer review sessions regarding technical support status and issues
. ids/ips)
, firewall, vpns, g. ssl/tls.provide enhancement request details to product specialists based on customer requirements
. annual revenue in 2010 was $1.9 billion, founded in 1989.a working knowledge of common switching and routing products
.
. 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.network monitoring and management (e.strong working knowledge of commonly used appliances (load balancers, cache devices, packet shapers, protocol analyzers)
.a strong working knowledge of secure web appliaction delivery
. montior backlog of open cases for assigned customers, provide periodic status reports in accordance with agreed sla\'s
. network operating systems (e.dns and other related intrenet protcools
, http, an excellent understanding of wan and lan switching and routing, smtp, ip, tcp, arp.effectively articulate on features and benefits of product releases and citrix consulting services
. opened, in progress and closed for that month
, compile and send monthly reports on technical support cases.
. able to work in both a individual and team environment depending on situational requirements
. this channel will enhance satisfaction of customers utilizing citrix application networking products (netscaler, access gateway, branch repeater,) in conjunction with technical support services.
. web application development knowledge (jsp, javacsript, cooikes, apcahe/htptd) is a plus.intrenet sofwtare (apcahe, bind, iis)
.a strong working knowledge of application laeyr protocols
. provide customer feebdack and potetnial opportnuities to relveant intrenal citrix gruops
. monitor conrtact expiartion daets and enagge saels resoruces to faciiltate conrtact renweals
. obatin and maitnain a detailed understanding of the customer environment
. cooridnate with technical support management
. citrix customers inculde the wolrd\'s laregst internet companies, 99 percent of fortune global 500 enterprises, and hundreds of thousands of small businesses and customers worldwide.
. excellent troubleshooting and debugging skills.
primary accountabilities:
. server operating systems (freebsd and linux)
. fluent german speaker
a candidate should have strong experience with the following concepts and/or technologies:
. unix/linux knowledge (regular expressions, shell, core utils, openssl) is a plus.attend service review meetings
. immediate communication on sensitive issues that may impact relationship with customer
. radius),
. authentication, authorisation and auditing (ad/ldap, ticketing (kerberos).fulfill the role of subject matter expert (sme) for the customer in relation to the relevant citrix products
. f5 bigip, g. foundry serveriron, cisco css)
, alteon, netscaler.in-depth knowledge of layer 4-7 load balancing and ssl acceleration
.
. excellent customer service attitude and the ability to interact with customers in a professional manner.the candidate should possess a bachelor of science or engineering in computer information systems or have the equivalent experience
. effectively articulate trm role under available support offerings
proactive services
. work as part of the emea trm team on a daily basis providing suggestions and help to colleagues technical questions
. the ability to handle crisis situations in an efficient manner on a day-to-day basis and effectively communicate progress and issues to customers as required.(nasdaq:ctxs) is a leading provider of virtualization, networking and software-as-a-service (saas) technologies for more than 230,000 organizations worldwide.
. security (e.bringing in engineering resources where needed,
. resolve technical issues.understand and participate in customer is/it plans and suggest future implementations
. caching, routing, switching, concepts such as proxying, traffic prioritizing/throttling.its citrix delivery centertm, 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.g. ios, catos, junos)
.ensure all customer incidents are responded to and resolved in a timely manner
. keep customer contact list up to date to ensure that the relevant contacts are receiving the value information that the trm will provide
. working knowledge of routing protocols (rip, ospf, bgp)
.mrtg/rrd, g. nagios, snmp)
.arrange for assigned citrix se to attend customer site and provide technical briefing sessions on subjects relevant and of benefit to the customer
. seminars and upcoming events
, provide information regarding training.effective account management
.
. experience with protocol analyzers such as wireshark or tcpdump is a big plus.
. understanding of the abstract networking concepts in the osi 7-layer model.keep track of any non-public citrix issues and hotfixes incase they are relevant to the customer, preempting issues before they arise.
. a good working knowledge of the administration features of microsoft and unix/linux operating systems.

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