VMware Senior Technical Support Engineer - Opportunity for Working Remotely in Aurora, Colorado
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Technical Support Engineer Description
Technical Support Engineer reporting to the US Technical Support Manager for VMware Cloud Services. This role drives proactive customer interactions resulting in a higher rate of product consumption.
As such, this is a critical role in accelerating VMware’s growth in its SaaS business by enabling customers to rapidly and successfully adapt our advanced products and technology and realize business value. This role will require working with many teams with a high level of networking knowledge to Technical consulting and support. Technical On-boarding & product adoption, Product Development Feedback, Knowledge Creation, Global team collaboration.
Manage customer escalations while maintaining a high level of communication to customer and internal VMware teams.
Create and deliver technical sessions to the VMC GSS team
Knowledge Base content creation
Excellent communication and documentation skills. Will be working in Jira and updating our SRE teams regularly.
Mastering case/time management utilizing the TSE2Work Service Delivery system.
Networking expertise understanding route based/policy-based VPNs, configuring firewall rules, AWS direct connect technologies.
HCX/NSX experience a plus
Provide world-class customer service throughout the entire lifecycle of customer adoption.
Work independently or as part of a team on engagements with customers, often in a technical. role to ensure customer retention and to drive customer value realization.
Stay on top of customer reported issues, regularly communicate with customers, sales account teams and Product Management and Engineering.
Be able to drive and increase visibility of escalated support issues for strategic accounts as needed.
Adoption of tools, technologies and services so as to bring in agility and automation.
Administration of VMware Cloud Infrastructure or another Cloud for example: AWS/Azure/Google, etc.
Extensive administration and support experience with all of Windows server operating systems, and workstation operating systems in large enterprise environments (thousands of systems).
Familiarity with various Hypervisors (vSphere, Hyper-V, Citrix XenServer, KVM, etc.).
Core understanding of Cloud concepts and technologies (vCloud Director, Amazon, OpenStack, etc.).
Familiarity with Cloud orchestration tools (Chef, Puppet, vCenter Orchestrator, etc.).
OS Provisioning experience is also a plus (SCCM, WIM, KickStart, etc.).
Real passion for customer engagement; interpersonal and customer service skills are mandatory.
Ability to act in an effective and professional manner during moments of high stress.
Familiarity with a variety of enterprise management tools and software.
Work flexible schedules, which may include evenings, weekends or holidays
Professional Qualifications/Ideal Experience
Experience with modern software development methodologies.
Familiarity with Hypervisors (ESXi, Hyper-V, Xenserver, KVM, etc).
Linux/Unix administration basic skills.
Exceptional communication (written and verbal, internal and external) and presentation skills.
Quality, out-of–the box thinker that is open-minded, creative, intelligent, and self-confident.
Team player that works well in collaborative situations and start-up like environments.
A Bachelor’s Degree in Computer Science, Engineering, Mathematics, related field or equivalent experience
4 – 10 years of relevant work experience. VCP, MCSE, MCDBA, and/or various UNIX certifications are a plus.This job requisition is not eligible for employment-based immigration sponsored by VMware
“For positions located in Colorado: The base salary range is ($73,000 - $124,000.). Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at https://benefits.vmware.com/ . *Note: Disclosure of Colorado pay and benefits required per sb19-085.”
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-02-23
Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS 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 GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS 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 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
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.