Senior Technical Support Engineer

VMWare Cloud solutions combine platform, tools, and methodology in the Tanzu product portfolio. Zero Trust Security, Application Modernization and Multi-Cloud solutions are designed to help the world's largest companies transform the way they build software and run their most strategic applications. The Tanzu product portfolio is used by Global 2000 companies and developers to make software development and IT operations a strategic advantage. With Application Modernization solutions from VMware, our customers are updating older software for newer computing approaches, including newer languages, frameworks and infrastructure platforms, extending the lifespan of an organization's applications while also taking advantage of technical innovations. The Tanzu product portfolio unleashes software developer productivity and creates an environment for innovation to scale, while fulfilling our mission to transform how the world builds software.

The team: As Technical Support Engineers for the Applications Modernization product portfolio, we provide critical support and industry leading service to our customers using VMware Tanzu products.

• VMware Tanzu Support has created a team of exceptional engineers across the globe. We are experienced Software Developers, DevOps Engineers, Network professionals, Sys Admins and Platform Architects. We are Community Organizers, Quality Assurance Engineers, new grads and Open Source contributors who share one crucial attribute: we all share a passion for helping others solve complex problems at scale.
• We work in teams around the globe, supporting customers 24x7 with periodic weekend on-call shifts
• We are passionate about our people, believe in doing the right thing, building on individual strengths, and encourage continuous learning and certifications. And, when you're off work, we want you to relax, recharge, and refocus.

You: To be successful in this role, you must be a motivated self-starter, possess strong customer service skills and excel in solving technical problems. You embrace challenges and collaborate with teams to research and resolve unique, complex problems on a daily basis.

• You understand enterprise customers' expectations of the technical support experience and judge your success by the success of your team and the happiness of your customers.
• You exercise sound judgment in selecting methods, techniques and evaluation criteria for obtaining results.
• As a senior level engineer, you specialize in key areas and share your experience with your team.
• You bring analytical, troubleshooting, and problem-solving skills.
• You are interested in continuously improving yourself, our support processes and products by expanding your knowledge with training, reporting defects, and collaborating with Product, Operations and Account teams to ensure the best customer outcomes

Essential Functions

• Resolve customer's issues with a cooperative mindset; work in partnership with customer technical staff, product development and account teams
• Provide technical guidance to junior staff and internal customer success teams
• Reproduce issues in-house for deep analysis and root cause reporting
• Maintain feedback loops with customers, engineering and internal teams by providing recommendations, daily updates to open cases, 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 and improve existing content; knowledge base articles, product documentation, training materials, and in-house tooling
• Deliver periodic tech talks to Support team
• Pair with other technical support engineers on cases to cultivate expertise in product areas
• Participate in periodic weekend on-call rotation

Minimum Requirements

• 2+ years of work experience in enterprise technical support
• Good interpersonal communication and customer service skills are needed to work successfully with customers and colleagues in high stress situations
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• Comfortable with using Linux CLI, file structure and troubleshooting the Linux operating system

• Familiarity with virtualization and cloud computing
• Understanding of networking and routing protocols

Preferred Skills

• Understands TCP/IP, load balancing and cloud architecture
• Familiarity with automation tools such as Ansible, Terraform or Concourse Platform Automation
• Ability to read and understand scripts (BASH, Powershell, etc) designed to solve issues programmatically
• Public cloud technologies certifications a plus - AWS, Azure, GCP, vSphere
• Familiarity with Docker and Kubernetes

Due to the Biden Administration issuing an Executive Order (EO) that effectively mandates COVID-19 vaccination for all U.S. based employees of federal contractors and subcontractors, all U.S. based VMware employees will need to be fully vaccinated by January 4th, 2022, or by their first date of employment if after that date, subject to legally required accommodations.

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-09-15

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.

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