Manager, Nsx Technical Support
4 weeks ago
**Your next adventure at VMware is only a click away**
At VMware, we are committed to helping our people grow professionally. Our talented employees exemplify our shared values and continue to drive our company to new heights.
**The Elevator Pitch: Why will you enjoy this new opportunity?**
Are you passionate about managing high performing teams, learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. As Manager in the Virtual Cloud Network Domain, you will have the responsibility to manage and lead a highly skilled technical support team driving adoption of our NSX product. Your team will be responsible for the success of VMware’s most strategic customers and partners, requiring the development of strong and lasting working relationships.
Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment. You will be in the forefront of the work from anywhere transformation helping our customers shift their workforce to remote and hybrid, which has only been accelerated by the worldwide pandemic.
**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**
As a Technical Support Manager working in the Virtual Cloud Network Domain, you will have the opportunity to work with the existing senior management team in the design and implementation of the mission, strategy, and tactics of our leading-edge technical support organization.
The position demands 8 years of experience in the software industry with a minimum of 3 years in technical support management, including people management. Excellent communication and relationships skills with staff, customers, partners, and stakeholders at all levels including engineering, sales, and product marketing teams to ensure that VMware is delivering overall superior service and support to our customers. You will also be responsible for several ongoing programs/projects and initiatives within the greater organization. A large component of the position will require a focus on making VMware a great place to work.
- First steps on in this role will be to upskill on Global Support processes and products, to understand how the technology works, and the workings of our support operations.
- Strong focus on getting to know your team, the team dynamics, and understanding the different relationships and skills levels is a must to maintain a healthy, enjoyable, and successful environment.
- Once achieved, you will support build relationships with staff, customers, partners, and stakeholders at all levels including engineering, sales, and product marketing teams.
- When you have a good grasp of the processes, people, and product, you be responsible for several ongoing programs/projects and initiatives within the greater organization. An ability to innovate, adapt and execute in a dynamic environment with clear leadership skills at a senior level will be key to your success in this role.
**The Work: 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 Manager in the Virtual Cloud Network Domain, you will work closely with our Executive Support Leadership team including Sr. Managers of Technical Support, Senior Director of Technical Support, and various leadership of Global Support, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our cloud customers.
In this role you will:
- Accountable for all aspects of VMware’s engagement with our customers and key internal stakeholders, primarily focused on NSX product in the Virtual Cloud Network Space. Responsible for metrics’ such as CSAT and support request average time to resolution.
- General management and motivation of 10-15 technical support engineers, including hiring, management, and professional development of support engineering staff.
- Innovate, Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony.
- Work with VMware’s sales teams and key stakeholders to establish requirements for enhancement of existing support programs and/or establishment of new ones.
- Work with VMware’s engineering team and other cross functional teams to implement formal feedback mechanisms for incidents, causes, and resolutions where required.
**What is the leadership like for this role? What is the structure and culture of the team like?**
This position reports to the Senior Manager of NSX Support based in Cairo. The team is distributed across several centers and supporting EMEA region. The team culture is one based on building trust, on-going development through coaching, and giving back to the
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