NComputing, Inc. is the fastest growing application delivery and desktop virtualization company in the world with over 20 million daily users in 140 countries. The company's award-winning, patented technology lowers desktop computing costs, enriches user experience, improves manageability, and reduces both energy consumption and e-waste. It is the perfect solution for leveraging the power and potential of PCs, tablets, BYOD and cloud computing to enable users to access the applications, desktops and data from any device anywhere, anytime. To learn more about NComputing, visit www.ncomputing.com.

General Responsibilities:

Reporting to the Senior Manager Engineering Ops & Services, the role is a technical, hands-on first level support position responsible for converting and consolidating customer escalations into actionable bug reports and feature requests for the Product Teams.

Responsibilities and Experience will include:

Lead a small team:

• As Lead, the primary role is mentoring employees and establishing task priorities.
• Lab System Administrator and Diagnostic Engineer responsible for maintaining the L3 lab, special test related projects, and assist with reproducing customer issues.
• Technical Writer responsible for development and maintenance of User Manuals, Release Notes, and Knowledge Base entries.

Level 3 Escalation:

• Work with the Support and Pre-Sales Solutions Engineers (SE) to ensure that customer escalations are complete and reproducible.
• Ability to convert customer escalations into meaningful bug reports and feature requests.
• Ensure that escalation statuses are kept up to date.
• Facilitate worldwide conference calls with Level 2 Support and SE organizations to discuss customer support issues that they are currently working on.
• Assist with determining and communicating relative priorities to the Product Teams.
• Provide training to Support and SEs concerning product updates.
• Maintain a positive working environment.

Qualifications and Requirements:

• Bachelor’s degree in Computer Science or Engineering preferred or equivalent experience
• Excellent diagnostic skills.
• Excellent communications and interpersonal skills.
• Ability to work directly with customers as required.
• Familiarity with NComputing products.
• Familiar with Citrix’s XenDesktop, and XenApp product lines.
• Familiar with system administration and network of both Microsoft Windows and Linux products.
• Familiar with desktop and application virtualization.
• Working knowledge of SalesForce.com and Jira.
• Project Management Experience.

We are an equal-opportunity employer and welcome all candidate applications who meet the minimum qualifications listed above. NComputing offers a relaxed, yet professional work environment with competitive salary and excellent/ flexible benefits that allow our employees to make choices that fit their individual lifestyle.