Technical Support Engineer 3

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Job Description:

The VMware Cloud Foundation (VCF) division enables organizations worldwide to run their business critical and modern applications in a secure, resilient, and cost-efficient manner.

With our flagship product VMware vSphere, and our industry-leading technologies including vSAN, NSX, and Aria, Broadcom customers receive the scale and agility of a public cloud with the security and performance of a private cloud. Modern infrastructures, accelerated application innovation, and predictable TCO savings and investment returns are just a few benefits of having a private cloud infrastructure powered by VMware Cloud Foundation.

Together, our bold group of technology professionals with diverse backgrounds, spanning engineering, products, marketing, partners, professional services, and global support services, focuses on what can be best for the largest enterprises, governments, financial services, healthcare, manufacturing, and educational institutions of the world.

Elevator Pitch:

As part of the Global VCF Support organization, a VCF Senior Technical Support Engineer is responsible for optimizing and personalizing our customers’ reactive and proactive support experience. This involves advocating for their requirements and priorities to drive swift resolution, maximize uptime, and remove technical blockers. The role provides a unique opportunity to interact internally with top-tier, strategic customer organizations from varied industries, allowing you to have a significant impact on their experience and success. You will build strong relationships with customers and various internal teams, frequently collaborating across different domains and product group teams to drive proactive VCF offerings and ensure that VMware by Broadcom delivers best-in-class support services.

Success In the Role:

Proactive Support Services is a team within GS dedicated to improving the visibility and actionability of potential infrastructure risks before they result in production impact. This proactive and preventative initiative is highly dynamic as we continuously adapt and expand available tools to extract insights and drive the resolution of risks in partnership with adjacent teams and our top customers directly. We seek candidates who can consistently think outside the box and creatively identify opportunities to develop repeatable insight and analysis methods, leading to prompt resolution and increased customer value.

As a Senior Technical Support Engineer on this team, you will have the opportunity to provide proactive support to top customers of VMware by Broadcom across the VCF product stack. You will also lead the day-to-day proactive initiatives delivered by the team, responsible for their execution and continued evolution. You will analyze, understand, identify, diagnose, reproduce, and fix technical issues effectively and expertly before they impact production.

To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical analytical skills, be a detailed and effective communicator, and be someone who readily accepts challenges.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Must have VMware product knowledge and experience, specifically in vSphere, vSAN, NSX, or Aria Operations. NSX and vSAN experience are strongly preferred.
• Experience in configuring, implementing, or troubleshooting VMware products in compute, cloud, networking, and storage is an advantage.
• Strong background in a technical support role with high-tech products (Windows, Unix, Linux, Storage, Networking).
• Demonstrate strong interpersonal and customer service skills in high-stress or ambiguous situations.
• Possess fluent written and verbal communication skills in English.
• Show a strong aptitude for learning new technologies and applying them in customer-facing scenarios.
• Employ a logical approach to problem-solving with strong troubleshooting skills.
• Willingness to work in a 24x7 environment with flexibility across all shifts.
• Expertise in providing voice-based technical support is essential.
• Understand and act on environment-specific findings and recommendations from proactive tools, communicating action plans to customers.
• Collaborate with account managers to enhance the customer experience and prevent downtime.
• Lead proactive initiatives, working with the SPSS team and other internal teams as needed.
• Collect customer feedback and feature requests for proactive tools, communicating them to product and engineering teams.
• Reproduce issues in-house and respond promptly.
• Maintain regular follow-ups with customers, providing recommendations, updates, and action plans.
• Escalate issues according to standard operating procedures.
• Utilize internal technical resources, including peers, mentors, knowledge base, and community forums, to resolve customer issues.
• Create knowledge base articles to document new learnings.
• Participate in team technical communications to share best practices and learn about new technologies.
• Specialize in a technical area and attend relevant training.
• Collaborate with other technical support engineers to build expertise.
• Conduct status calls with customers to update them on open issues and projects.

Requirements:

5+ years of related experience.

Bachelor’s degree. Relevant years of experience in lieu of a degree may be considered. 

Where is this role located and what are the shift requirements?

This is a full-time in-office position at VMware by Broadcom Bangalore, India office. Primarily covering NASA hours.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

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