Technical Support Professional 3
5 days ago
**Why will you enjoy this new opportunity?**
Are you're looking to be a leader in a dynamic and growing environment? If so, this role is for you.
In this role, you will be responsible for working closely with other support engineers, sales engineers, and customers to understand customer network configurations and problems that they may be facing or simply answering technical inquiries about VMWare SD-WAN products. You will use your expert knowledge of networking protocols and networking products to establish root cause of customer issues. Customers may range from large enterprises to multinational telco service providers.
**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**
As a Senior Technical Support Engineer in VMWare SD-WAN, you will take your vast knowledge of Networking technologies and blend it with VMware SD-WAN to help our most elite customers troubleshoot, understand, and conquer their challenges. You will have in depth Networking and Security expertise that will put you into position to support and assist our customers, design, and implement best practices, knowledge base creation, VMWare SD-WAN training, and technical escalations.
When you join the team, the process begins with your success in mind. Your experience and training are meant to enhance your current knowledge. Your primary focus would be in completing the extensive VMware SD-WAN onboarding.
Once onboarding is successfully completed, you will collaborate with your peers to support global customers issues. You will have the opportunity to work with tenured engineers to expand your troubleshooting, and technical skillset to resolve many complex issues.
As your Senior Technical Support Engineer skill set grows, you will work on additional product lines and progress your skillset on more technologies and, working with senior engineers build cases to shape product development, based on how customers are utilizing the product.
Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days. As you expand your skill set your opportunities will expand at VMware.
VMware knows the world is always moving forward. We move with it. We strive to not only make you an expert but keep you there. Continuous training, career development, and a focus on providing superior customer support makes sure you are always growing and ready to exceed the customers' expectations for support delivery.
**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 Senior Technical Support Engineer, you will be responsible for resolving customer technical issues and supporting the team and operation. Key strengths for this role would be motivation, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.
To be successful in this role, you will:
Work closely with other support engineers, sales engineers, and customers to understand customer network configurations and problems that they may be facing or simply answering technical inquiries about VMware SASE products.
Drive customer satisfaction by expediting the resolution of all service issues by conducting log analysis, reproduction work and engaging external and internal resources as required. Utilizing your communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management.
Leveraging your technical skill set to create knowledge articles for global circulation and use, based on the issues you have resolved. Work independently utilizing your skill set and knowledge to resolve complex queries while providing world class support to our customers. 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.
Work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.
**The skills and abilities needed to be successful**:
- Prior experience working in a Support/Technical Assistance Center (TAC) team (5+ years desired)
- Linux troubleshooting skills such as log reading and performance testing highly desired.
- Expertise in understanding different network topologies and configurations.
- Expertise in dynamic routing protocols such as BGP & OSPF.
- Debug / troubleshoot the customer’s environment, collect additional information about the problem and resolve network performance issues.
- Quickly assess and understand customers issues and business impact.
- Ability to analyze network traffic and read a packet capture
- Ability to reproduce customer repo
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