Job description:

NetScaler TAC
TCA Engineer is responsible for providing technical assistance on NetScaler products to customers of medium to large size, scope, and/or complexity - via phone, email, and/or remote access. The support focuses on in-depth problem analysis of NetScaler 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.

Responsibilities:
Provides technical assistance on NetScaler products to customers of medium to large size, scope, and/or 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 take ownership of hot and/or more political cases escalated from less senior engineers.
May participate in weekend follow the fun coverage and occasionally conduct the onsite mission.

Requirements:
Ability to obtain advanced certification within 1 year of service.
Ability to obtain basic major vendor third-party certifications.
Should have the 4 years degree regular course.
Proven 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 identify major concerns from the field and relay those concerns to management in an appropriate manner.
Strong communication and negotiation skills for leading critical discussions and expectation management.
Strong logical/critical thinking and problem resolution skills.
Must have at least two years of experience in a technical customer support environment or field experience.
The individual must have at least 3-year of experience with products and technologies in an Enterprise environment.
Excellent communication skills both written and verbal.
Good knowledge of Load Balancers (e. g. Citrix NetScaler).
Web Application Firewalls (e. g. Citrix NetScaler).
WAN Optimizers (e. g. Citrix CloudBridge, Riverbed Steelhead, Cisco WAAS).
Knowledge of Security technologies (e. g. SSL/TLS, VPNs, Firewall, IDS/IPS).
A solid understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS, and other related internet protocols.
Strong working knowledge of the TCP/IP protocol stack.
Knowledge of Layer 4-7 load balancing and SSL acceleration technologies.

Preferred Certifications:
Citrix / CCNA Certification.
Citrix NetScaler working knowledge.
Virtualization / Cloud working knowledge ( AWS / Azure / ESXi ).

• To identify attrition percentage in accounts and take up initiatives to reduce the same
• To perform value addition activities (CIP and SIP) and implement strategies to improve productivity.
• To implement Profit Implement Plan (PIP), review Budget vs. Actual Cost and analyse the deviation to plan strategies to reduce deviation through levers like Automation and self-driven initiatives.
• To ensure retention of accounts that are due for renewal or maintain high level of customer satisfaction (ACSAT)
• To ensure that all responsibilities and project deliverables are completed within SLAs through effective team managemen