Technical Support Professional 3
1 week 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.
**Job Description**:
The Elevator Pitch: Why will you enjoy this new opportunity?
Are you passionate about learning and working with new VMware cloud technology and expanding your current technical expertise all while solving complex problems for key customers? Are you a natural collaborator that craves working with enthusiastic, creative, customer focused teams that support the world's leading edge software products spanning every imaginable industry across the entire globe?
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 for SASE VMware: SD-WAN, you will take your vast knowledge of VMware Cloud and blend it with VMware Cloud technologies and help our most elite customers troubleshoot, understand, and conquer their Cloud challenges. You have in depth Cloud, Networking and Security expertise that will put you into position to support and mentor our Level 1, 2 &3 Technical Support Engineers, design and implement best practices, knowledge base creation, SASE 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 success will be parament from day 1. Your primary focus is completing the extensive VMware SASE onboarding.
Once onboarding is achieved, you will collaborate with your peers to support global customers issues. You be given an opportunity to work with tenured engineers to expand your troubleshooting, research, and lab reproduction 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 VMware Cloud service.
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 the support 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.
You will use your expert knowledge of Linux, APIs and MYSQL to establish root cause of customer issues.
Utilizing your communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management.
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.
Leveraging your Cloud skill set to create knowledge articles for global circulation and use, based on the issues you have resolved.
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
Linux based OS proficiency required. Including but not limited to:
Booting issues
Cloud-init
Highly comfortable working through CLI.
Network configuration
Service configuration (NTP, DNS, SSH)
Experience supporting OS Linux servers running on virtualized environments (on-prem and cloud).
Clear understanding of the multiple technologies that interact on the operation of a HTTPS server. Including those external to the server such as Hypervisors, DNS servers, NTP and ne
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