Technical Support Engineer

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Job Description:

Why will you enjoy this new opportunity?

Are you passionate about learning new technology and solving complex problems for customers?

Do you like to work as part of a team?

Do you like to learn from others?

Do you like to share your knowledge?

If the answer to these questions is yes, then VMware by Broadcom has a Technical Support role for you. You will be working on the latest and top of the line technology to become an expert in the IT industry. We take great pride in helping our engineers to develop themselves and become experts in their chosen fields.

What can you expect in the first 6-12 months of your career with VMware by Broadcom?

In your role as a Technical Support Engineer, you will undergo a substantial skills development program and expand your VMware virtualization technologies in order to help our customers troubleshoot, understand and overcome challenges in their IT infrastructure.

• Post the product training, first steps in this role will be to upskill on our support processes and products, and to understand how we work as part of a global team.
• Once achieved, you will begin to troubleshoot customer issues with the support of tenured engineers through the knowledge you have gained. You will quickly learn to troubleshoot and handle customer support requests individually and use your new skills gained to bring benefit to others in the team.
• As well as assisting others, you will work on escalated customer issues where expertise with product and overall ownership is required.
• Supporting our most strategic customers will be a priority.
• Engagement with account teams and managers will be required to deliver world class technical support.
• You will engage regularly with the engineering team in order to bring value to customers, and to resolve escalated issues.
• As your development progresses, you may choose to work on additional product lines and expand your skill-set on more technologies, or seek to become expert in a wide variety of products related to our product portfolio.
• Throughout this time, and your career at VMware by Broadcom, you will be able to develop through training, learning tools, research time and training days.
• You will continuously consider where written content can be delivered via KB and or TOI in order to enhance troubleshooting and problem-solving capabilities of our team and customers.
• Working in an environment of trust, on-going development and coaching, where you are empowered to develop and achieve success, whilst supported by a team of highly skilled engineers and leadership.

What type of work will you be doing?

What assignments, requirements, or skills will you be performing on a regular basis?

As a Technical Support Engineer in the VMware Cloud Foundation division, you will be responsible for resolving customer technical issues, supporting the team and the support operation. Key strengths for this role would be engagement, keen to learn, strong customer service and technical problem-solving skills. You are someone who embraces challenges and enjoys supporting our colleagues.

The following will help you to be successful and support global enterprise customers within a team environment:

• You will have experience with VMware products with a good understanding of cloud and virtualization technologies.
• Have 3+ years of Tech industry working experience.
• Bachelors Sc degree preferred or equivalent years of experience in lieu of a degree may be considered.
• Hold excellent communication skills and account management or customer engagement experience.
• Be fluent in spoken and written English language.
• You are an experienced professional with a full understanding of the area of specialisation.
• Able to resolve a wide range of issues in creative ways, applying your in-depth job knowledge to resolve a wide range of multiple or complex tasks.
• Knowledge of company policies and practices.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Demonstrates good judgement in selecting methods and techniques for obtaining solutions.
• Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.
• Knowledge of vSphere ESXi and vCenter Server.
• Expert in troubleshooting service down scenarios and performance issues.
• Knowledge in VMFS/NFS architecture and troubleshooting.
• Certifications in Linux, Linux-enabled solutions, or other technologies for managing on premise or hosted hardware and software solutions will allow you to navigate through complex issues (e.g., Installation, Upgrades, Setting up Networking, Managing System Storage)
• Expert in reviewing and investigating the log files to identify the root cause and resolution.
• Demonstrating experience with administering and querying/troubleshooting multiple database types e.g. Postgres & MS SQL.
• Troubleshoot, research, and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role.
• Partner with Engineering, Field Teams, and technical experts to resolve issues to make it easier for customers to use our technology. 
• Updating and creating knowledge articles for global circulation based on the issues you have resolved.
• Represent VMware and provide technical expertise for multi-vendor troubleshooting, in addition to assisting with troubleshooting during software updates and migrations.
• Can work both independently and collaboratively as the situation requires, using good judgement to proactively provide updates to the leadership team on account status.

What is the leadership like for this role? What is the structure and culture of the team like?

• The selected candidate will be reporting to one of the Technical Support Managers. Managers have a considerable amount of experience in managing enterprise support and leading the team to success through the company’s values. Leadership is deeply invested in the teams’ careers development and has a successful track record of ensuring the team is successful as a unit and ensuring the individual team members progress in their careers.
• Leadership practises high ethical management and provides a good work environment while being employee friendly.
• The core team comprises engineers at different levels (L1 to L5) in different geographic locations, supporting VMware Cloud Foundation suite of products. The team is part of the 24x7 support structure and demonstrates work flexibility to ensure we meet customers contractual requirements.
• The suitable candidate for this role must be based in Cork, Ireland and will be required to work in-office.
• The role requires the candidate to be able to work the following shifts: Tuesday to Saturday, or Sunday to Thursday.

If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with Broadcom.

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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