Tier 3 Software Engineer

In this role you will manage the Tier 3 queue in Service Now, drive complex issues to resolution, and provide clear, professional communication to end users and stakeholders. The ideal candidate is confident working independently, excels at root‑cause analysis, and consistently delivers exceptional customer service, both written and verbal.

• Serve as Tier 3 escalation for Citrix VDI endpoint issues, including connectivity, session reliability, performance, printing/peripheral redirection, profile‑related symptoms, and client‑side access problems.
• Troubleshoot and resolve issues impacting thin clients connecting to Citrix (network path, certificates, auth flows, Workspace configuration, endpoint policy constraints).
• Support and remediate issues with Citrix Workspace App on Windows and macOS (install/upgrade, configuration, authentication, certificate store behavior, plugin/SSO considerations).
• Diagnose and resolve PIV authentication failures across Windows endpoints, Citrix VDI sessions, and thin client access workflows.
• Troubleshoot PIV‑related encryption and certificate problems, including certificate chain trust, expired or invalid certificates, middleware behavior, PIN prompts or locks, and access failures tied to smart card policies.
• Work primarily from Service Now, managing the Tier 3 queue end‑to‑end: triage and prioritize escalations, drive troubleshooting and resolution, document findings and resolution steps clearly, ensure timely updates, proper categorization, and clean closure notes, identify recurring issues and propose knowledge articles, runbooks, and standard fixes to reduce repeat incidents.
• Resolve complex Windows 11 desktop/laptop issues escalated beyond Tier 1/2 (OS instability, login issues, app failures, drivers, performance, policy impacts, endpoint security interactions).
• Perform advanced root‑cause analysis and coordinate with adjacent teams (Citrix engineering, IAM/PKI, networking, endpoint management) as needed to restore service quickly.

• Strong troubleshooting mindset: isolate variables, reproduce issues, validate fixes, prevent regression.
• Clear, high‑quality ticket documentation and customer communication.
• Comfortable leading incident calls, explaining technical issues to non‑technical users, and setting expectations.

• Demonstrated Tier 3/advanced support experience with Citrix VDI and Windows endpoints.
• Must have a bachelor’s degree and 5–7 years of experience; additional experience considered in lieu of a degree. Must have 7 years of relevant experience.
• Hands‑on experience supporting Citrix Workspace App on Windows and macOS.
• Strong familiarity troubleshooting PIV authentication/certificate issues and the end‑to‑end login flow.
• Proven ability to manage and execute independently in a ticket‑driven environment (Service Now or similar).
• Must be a U.S. Citizen and able to obtain a DOE Q clearance.

Equal Opportunity Employer.