Remote Access Technology Support Lead

What you'll do

• Own technical support, incident command, triage, and restoration for remote-access and virtual desktop services; drive problems to permanent fixes.
• Define service monitoring and reporting, and govern operational readiness for platform changes and lifecycle events.
• Lead adoption of authorized AI capabilities in operations, validating recommendations and protecting sensitive data.

What they ask for

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining IT services.
• Experience in global-scale enterprise infrastructure support or service operations for remote access, virtual desktop, or network platforms in a regulated environment.
• Hands-on troubleshooting across the access path and experience supporting enterprise virtual desktop platforms; working knowledge of application delivery controllers and access gateways.
• Major incident and problem management experience in a 24x7 follow-the-sun model; experience with Cloudflare or Akamai; scripting and automation proficiency; and experience using authorized AI in production operations.

Nice to have

• Familiarity with SAML federation, multi-factor authentication, and device posture enforcement.
• Experience with diverse endpoints, zero-trust or cloud-delivered security gateways, or synthetic monitoring and end-user experience platforms.

Pay

USD 147,250.00-$200,000.00 base salary

Tools

Citrix NetScaler, Omnissa UAG (Horizon), Citrix, Omnissa Horizon, Cloudflare, Akamai, PowerShell, Python

AI focus

Use enterprise-authorized AI to improve incident triage and support operational workflows, with human validation, sensitivity to data handling, and alignment with operational, security, and auditability expectations.