Senior Network Virtulization Engineer

2 weeks ago

مصر, Egypt VMware Full time

**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 learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. You will be working on the latest and top of the line technology suite, becoming an expert in the industry.

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.

**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, you will be learning and expanding your VMware virtualization technologies and help our customers troubleshoot, understand, and overcome challenges in their operation. You will also support the Technical Support Team, including TSE 1, 2 and other level 3 engineers on best practice, knowledge creation and escalations.
- First steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, and how our customers use it.
- Once achieved, you will support global customers issues and as an experienced engineer, support the team and the global operation.
- As a senior engineer you will have input into R&D, engineering, and product development, advocating for how our customers are using the VMware Suite and supporting our field teams on customer engagements and escalations.
- Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days.

**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 motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.

To be successful in this role, you will:

- Work independently to resolve customer, TSE, and team issues, supporting the management team in overall development of the team.
- Drive communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management within the team.
- Resolve complex queries while providing world class support to our customers. Including supporting TSEs with their challenges.
- 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.
- As a Senior Technical Support Engineer, you will support the team, the operation, and the field with customer escalations.
- 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 and use, based on the issues you have resolved.
- Need to have strong understanding of Networking fundamentals and knowledge about of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management, firewall, and load balancers.
- Need to have a good experience in network components such as, ASR routers, switches, firewalls, ASA, etc.), Virtual networking components VSG, Nexus1000V, BGP & OSPF protocol, Cisco UCS, and storage.
- Be Familiar with systems management concepts, processes and standards (e.g. SNMP), capacity and performance management and tuning; and storage and network
- Need to have strong working ability with Linux/UNIX utilities, including editors and command shells.
- Learn Technologies such as Kubernetes, OpenShift, Pivotal Cloud Foundry.
- Mentor, provide training and leadership to other technical GS staff in Network troubleshooting topics.
- Provide onboarding plan and training recommendation for Level 1 and Level 2 Support Engineers.
- 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.

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

This position reports to Technical Support Manager for NSX Product. 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 community through service learning.

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