Manager - Support Engineering

As a Manager for our Advanced Support Engineering team, you will be a key leader in driving the success of our Enterprise Support organization. Your primary responsibility is to provide high-level support and guidance to your team of Advanced Support Engineers, who are on the front lines of remediating highly visible, production-down incidents as well as complex technical cases that require development engagement.

You will empower your team to effectively manage critical customer situations, reduce environmental risks, and maximize the value of Citrix products. This role requires a strong leader with a deep understanding of our product portfolio, exceptional communication skills, and the ability to mentor and develop a high-performing team. Your leadership will be instrumental in building customer trust and ensuring a high standard of service delivery.

Job Description/Responsibilities :

• Team Leadership and Development : Manage, mentor, and coach a team of Advanced Support Engineers. Conduct regular performance reviews and provide continuous feedback to foster professional growth and expertise.

• Be accountable for Team Key Performance Indicators of critical success metrics that drive positive customer outcomes through leading and lagging measures

• Incident Oversight : Provide strategic oversight and guidance during major incidents. You will act as a senior escalation point for your team, ensuring they have the support and resources needed to successfully remediate complex customer issues.

• Strategic Planning : Develop and refine training, processes, and best practices. Work to continuously improve the team's efficiency and effectiveness in handling high-impact situations.

• Executive Communication : Be prepared to lead and participate in high-stakes business discussions. This includes communicating incident status, resolution plans, and risk mitigation strategies to senior leadership and key stakeholders.

• Cross-Functional Collaboration : Partner with leadership across Support, Sales, and Product Engineering to ensure a coordinated approach to customer challenges and to drive improvements in our products and services.

• Customer Relationship Management : Maintain a strong focus on customer satisfaction and trust. You will work with your team to ensure every customer engagement is a positive one, even under the most challenging circumstances.

• Availability : This role may require periodic engagement or coverage during late hours or weekends for critical issues.

Required Skills & Qualifications

• Proven Leadership Experience : A demonstrated ability to lead, motivate, and manage a team in a fast-paced, high-pressure environment. Typically requires a University Degree or equivalent experience and minimum 7 years prior relevant experience.

• Incident Management Expertise : Extensive experience in a critical incident or crisis management role, with a solid understanding of incident response principles.

• Technical Acumen : A proficient and comprehensive understanding of the Citrix product portfolio is essential to guide your team and make sound decisions.

• Exceptional Communication : Superior written and verbal communication skills are non-negotiable for this role, as you will be communicating at both a technical and executive level.

• Strategic Thinking : The ability to think strategically about customer risk, team development, and process improvement to drive long-term success.

About Us:

Cloud Software Group is one of the world’s largest cloud solution 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-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered 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.

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. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please contact us via the Bridge portal for assistance.