Citrix Systems Inc. Product Supportability Analyst in United States

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

Location:

Fort Lauderdale

Requisition:

R12309 Product Supportability Analyst (Open)

Job Posting Title:

Product Supportability Analyst

Job Description:

This entry-level role works under the close direction of senior product expert focused on understanding the challenges faced with implementing a Citrix solution. Performs analysis to determine impact and pervasiveness, delivers insights, leads short-term resolutions, and driving product improvements.

Responsibilities:

  • Performs technical analysis to understand the factors including scenarios and root causes contributing to issues with guidance from senior team members.

  • Meet with key Technical Support stakeholders (tech leads, escalation engineers and TRM’s) to identify and prioritize issues, participate in regular meeting with product teams.

  • Delivers insights under close direction from senior team members.

  • 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.

  • Identify problem trends using technical support case data, user interviews, surveys, knowledge center articles, forum posts, and other social media outlets.

  • Review support cases, field feedback, forum posts, and customer studies to provide product insights and customer challenges.

  • 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:

  • Well organized and detail oriented, including the ability to prioritize own tasks.

  • Good verbal communication skills that include translating and articulating standard technical jargon into easily understandable concepts.

  • Ability to develop organized formal and informal written documentation.

  • Willingness and enthusiasm for self-paced learning and personal development of new skills and tools

  • Ability to work on multiple issues and prioritize work accordingly to business processes.

  • Experience documenting research findings, market analysis and product requirements for both technical and non-technical audiences.

  • Familiarity with core Citrix product line and foundational technologies.

  • Solid analytical skills.

  • Bachelor’s degree in Engineering, Computer Science, Industrial Engineering or equivalent combination of education and experience (1-3 years). Master’s degree a plus.

  • Relevant internship experience with a focus on Intermediate to advanced knowledge of Microsoft Office

  • Presentation Creation and Public Speaking

  • Fundamental knowledge of Operating systems

  • Metrics, Technical Problem Solving, Process Management, Project Management, Knowledge of Systems and Tools

  • Citrix product certifications required with first year.

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Functional Area:

Business Systems Analyst

About us:

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at taoperations@citrix.com for assistance.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

Citrix (NASDAQ:CTXS) is leading the transition to software-defining the workplace, uniting virtualization, mobility management, networking and SaaS solutions to enable new ways for businesses and people to work better. Citrix solutions power business mobility through secure, mobile workspaces that provide people with instant access to apps, desktops, data and communications on any device, over any network and cloud. With annual revenue in 2014 of $3.14 billion, Citrix solutions are in use at more than 330,000 organizations and by over 100 million users globally. Learn more at www.citrix.com.