As a Technical Support Engineer you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. Essential Functions:

• Resolve customer’s issues via the phone, email or Zoom session
• Reproducing issues in-house and responding back in a timely manner.
• Regular follow ups with customers with recommendations, updates and action plans.
• Escalate issues in a timely manner according to Standard Operating Procedures.
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
• Create new knowledge-base articles to capture new learning’s for reuse throughout the organization.
• Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
• Focus on an area of technical specialization and attend technical training,
• Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.

Requirements:

• 3-5 years of working experience in a networks domain is a MUST. Experience in Virtualization & Cloud computing is preferred.
• Networking: understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management, firewalling and load balancers
• Experience with network components such as, ASR routers, switches, firewalls, ASA, etc).Virtual networking components VSG, Nexus1000V, BGP & OSPF protocol, Cisco UCS and storage
• CCNA or equivalent certification and/or related work experience
• Familiarity with systems management concepts, processes and standards (e.g. SNMP); capacity/performance management and tuning; and storage and network management .
• Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark)
• Good practical working ability with Linux/UNIX utilities, including editors and command shells
• B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
• Fluent written and verbal communication skills in English.
• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations.

Highly Preferred Skills: Hands on experience with VMware ESX Server or VMware products

• UNIX kernel diagnostics/debugging (at a level typically found in senior level 2 or level 3 UNIX support staff)
• Experience with operation and administration of large Windows Server and Desktop Environments
• Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols
• Previous exposure to Cloud Management Platforms such as OpenStack, CloudStack, vRA including Networking enabled by software
• Familiarity of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC
• Familiarity of Technologies such as Kubernetes, OpenShift, Pivotal Cloud Foundry
• Hands-on and working with key technology solution/language/tools e.g. CloudStack, OpenStack, AWS, KVM, libvirt, Chef, Puppet, Python, CMS, DynamicOps, API, etc.
• Previous Enterprise Technical Support.
• CCNP or equivalent certification and/or related work experience

About the Global Support Services Team: The VMware Global Support (GS) team supports over 250,000 companies running VMware in over 100 different countries. GS provides time-zone optimized coverage throughout five support centers globally. The GS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure. What’s in it for you?

• The entire VMware team has created a unique business environment - one of energy, creativity, and collaboration
• The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup
• Initial as well as on-going technical training, as well as the opportunity to earn VMware certifications

We are guided in our efforts by a strong set of corporate values:

• Excellence and innovation
• Straightforwardness and open communications
• A sense of fun and an appreciation of a balanced life
• Delivery on our promises to our partners, our customers, and ourselves
• A passion for what we do and the value we deliver

Equal Employment Opportunity Statement VMware is an Equal Opportunity Employer committed to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, HIV status, family medical history or genetic information, family or parental status including pregnancy, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics.
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-08-16
VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.