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The Role
Owns complex VMware infrastructure incidents, service requests, VCSP licensing and Usage Meter operations for enterprise customers. Provides senior troubleshooting across VMware Cloud Foundation and vSphere, leads customer and vendor escalations, produces root-cause analyses and runbooks, participates in 24x7 support, mentors engineers, and improves operations through automation using PowerCLI, PowerShell, Python, and REST APIs.
Summary Generated by Built In
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
AHEAD is looking for a Senior VMware VCSP Engineer to join the Managed Services team supporting enterprise customers through the VMware Cloud Service Provider program. This is a senior, customer-facing engineering role responsible for technical ownership of VMware infrastructure issues, VCSP licensing and usage operations, service-request fulfillment, vendor escalation, and continuous improvement of support processes.
The successful candidate will combine deep VMware platform expertise with strong incident leadership, clear customer communication, and the ability to operate effectively in a follow-the-sun support model.
What you’ll do
- Own and resolve complex customer incidents, service requests, and catalog tasks through ServiceNow, from intake through technical resolution and closure.
- Provide senior-level troubleshooting across VMware Cloud Foundation, vSphere, ESXi, vCenter Server, vSAN, VMware Usage Meter, and related platform components.
- Investigate infrastructure failures involving installation and deployment, upgrades, certificates, DNS, NTP, networking, storage, authentication, host connectivity, and management-plane services.
- Support VMware VCSP licensing operations, including entitlement validation, license-key and subscription workflows, capacity changes, product-version alignment, and customer guidance during upgrades.
- Operate and troubleshoot VMware Usage Meter environments; generate, validate, and distribute monthly usage reports and investigate reporting or connectivity issues.
- Lead customer communications during escalations, including evidence gathering, validation plans, remote troubleshooting sessions, status updates, and resolution confirmation.
- Determine when Broadcom/VMware vendor support is required, open and manage vendor cases under the applicable entitlement, and maintain accurate case references and technical history in ServiceNow.
- Translate technical findings into clear remediation steps, root-cause analysis, knowledge articles, standard operating procedures, and reusable troubleshooting runbooks.
- Participate in rotational 24x7 support, major-incident response, on-call activities, and shift handovers with disciplined documentation.
- Mentor engineers, review technical responses, improve queue quality, and help standardize VMware VCSP support across the team.
- Identify opportunities to automate recurring reporting, validation, case-management, and operational tasks using PowerCLI, PowerShell, Python, or REST APIs.
Required qualifications
- 8+ years of experience supporting enterprise VMware environments in a managed-services, consulting, or service-provider organization.
- Strong hands-on experience with VMware Cloud Foundation and the core vSphere stack, including ESXi, vCenter Server, vSAN, lifecycle management, and upgrade planning.
- Demonstrated experience owning customer-impacting incidents and technical escalations through resolution.
- Practical experience with VMware VCSP licensing, subscription or entitlement operations, Usage Meter, usage reporting, and capacity or compliance-related workflows.
- Strong ServiceNow experience with incidents, requests, catalog tasks, work notes, customer updates, escalation tracking, and closure criteria.
- Ability to troubleshoot methodically using logs, command-line tools, APIs, configuration reviews, and documented validation plans.
- Working knowledge of enterprise infrastructure dependencies such as DNS, NTP, certificates, Active Directory/LDAP, firewalls, routing, storage, and backup.
- Strong written and verbal communication skills, with the ability to explain technical issues to both infrastructure teams and business stakeholders.
- Willingness to work in a rotational 24x7 support model and participate in on-call or major-incident coverage.
Preferred qualifications
- VMware or Broadcom certifications such as VCP, VCAP, VCF, or equivalent hands-on expertise.
- Experience with NSX, VMware Avi Load Balancer, Aria Operations, Site Recovery Manager, VMware Live Recovery, or VxRail.
- Experience working directly with Broadcom/VMware support and managing vendor escalations.
- PowerCLI, PowerShell, Python, or REST API automation experience.
- Experience writing knowledge articles, SOPs, root-cause analyses, and customer-facing technical documentation.
- ITIL, incident-management, or major-incident-management experience.
- Experience mentoring engineers or serving as a technical lead for a distributed support team.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
India Employment Benefits include:
Comprehensive health insurance coverage for employees, with options to extend coverage to dependents
Paid time off and company holidays, along with additional leave benefits as per policy
Flexible work arrangements, supporting work-life balance
Learning and development opportunities to support continuous growth and upskilling
Employee wellness initiatives and programs focused on physical and mental well-being
Retirement and statutory benefits in line with India regulations
Inclusive and people-first culture, with a strong focus on collaboration and ownership
Skills Required
- 8+ years supporting enterprise VMware environments in managed-services, consulting, or service-provider organizations
- Hands-on experience with VMware Cloud Foundation, ESXi, vCenter Server, vSAN, lifecycle management, and upgrade planning
- Experience owning customer-impacting incidents and technical escalations through resolution
- Experience with VMware VCSP licensing, subscriptions, entitlements, Usage Meter, usage reporting, and capacity or compliance workflows
- Strong ServiceNow experience with incidents, requests, catalog tasks, work notes, customer updates, escalation tracking, and closure criteria
- Ability to troubleshoot using logs, command-line tools, APIs, configuration reviews, and documented validation plans
- Working knowledge of DNS, NTP, certificates, Active Directory or LDAP, firewalls, routing, storage, and backup
- Strong written and verbal communication skills for technical and business stakeholders
- Willingness to work rotational 24x7 support, on-call, and major-incident coverage
- VMware or Broadcom certifications such as VCP, VCAP, or VCF, or equivalent hands-on expertise
- Experience with NSX, VMware Avi Load Balancer, Aria Operations, Site Recovery Manager, VMware Live Recovery, or VxRail
- Experience working directly with Broadcom or VMware support and managing vendor escalations
- PowerCLI, PowerShell, Python, or REST API automation experience
- Experience writing knowledge articles, SOPs, root-cause analyses, and customer-facing technical documentation
- ITIL, incident-management, or major-incident-management experience
- Experience mentoring engineers or serving as a technical lead for a distributed support team
AHEAD Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AHEAD and has not been reviewed or approved by AHEAD.
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Retirement Support — 401(k) contributions are matched dollar-for-dollar on the first $5,000 each year, with matching made each pay period and immediate 100% vesting. This structure signals above-standard employer support for retirement savings.
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Affordable Benefits — Medical options include low employee premiums for PPO and HDHP plans, and the HDHP adds employer HSA funding plus a dollar-for-dollar HSA match up to stated amounts. Dental and vision plans list very low per-paycheck costs, helping keep overall healthcare spend manageable.
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Wellbeing & Lifestyle Benefits — No-cost telemedicine (including virtual mental health when enrolled), free Calm access for the employee and dependents, and an EAP with counseling are included. Company-paid life and disability plus voluntary protections (legal/ID, pet insurance) and other extras round out a comprehensive set of supports.
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The Company
What We Do
AHEAD builds platforms for digital business. By weaving together cloud infrastructure, intelligent operations, and modern applications, we help enterprises deliver on the promise of digital transformation.
