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Senior Technical Support Engineer(Korean Speaking)

Location: Nanjing

Position Summary

The Technical Support Engineer is responsible for providing technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent may assist less senior colleagues, using fundamental technical troubleshooting skills obtained through previous experience to isolate, analyze, and provide resolution to customer issues of moderate to high complexity, with little instruction from team leads and/or management. Qualifies more complex customer issues for assistance from the escalation team or other vendors.

This position will handle Korean customer technical support.

Primary Duties / Responsibilities

· Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.

· Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.

· Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.

· Publishes articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles

· Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers

· May participate to weekend follow the fun coverage and occasionally conduct onsite mission.

Qualifications and Requirements:

· Demonstrates deep understanding in Software products or Network Appliance, and foundational technologies

· Obtains basic major vendor third party certifications.（MCSE, CCNP, etc.）

· Ability to work on multiple issues and prioritize work accordingly to business processes

· Can do attitude with a strong will to lead by example

· Ability to Good enough knowledge and interest of PC/Server & Networking technology, Communication Protocols, common programming languages and Debugging tools.

· Strong communication and negotiation skill for leading critical discussion and expectation management.

· Strong logical/critical thinking and problem resolution skill.

Requirements (Education, Certification, Training, and Experience)

· Minimum in 5 years Development, Technical Support or Consulting work experience in IT software (on MS Windows or Linux platform) or Network appliance business.

· Strong Korean Language Skills

· Moderate English read/write/speaking skill

· Strong Windows platform knowledge

· Understanding of HTTP,HTTPS and load balance is a strong plus