Senior Technical Support Engineer

5 months ago


مصر, Egypt VMware Full time

**Technical Support Engineer**

**Location: Cairo Egypt**

**The Elevator Pitch: Why will you enjoy this new opportunity?**

VMware is the global leader in virtualization and cloud infrastructure solutions that enables businesses to thrive in the Cloud Era. Our Global Support organization brings together an extraordinary and diverse group of people that supports over 250,000 companies in 100+ countries.

Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping VMware customers and committed to solving their most complicated issues in a timely fashion. As a Technical Support Engineer, you are the trusted ally of our customers and the expert they turn to for troubleshooting, diagnosis, and resolution. Our Technical Support Engineers are the “face” of VMware to IT professionals world-wide.

When you join our team as a Technical Support Engineer, you will learn and support our latest technology, receive mentoring from managers and become a valued member of our team. TSE’s who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.

**Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing?**

As a Level 3 Technical Support Engineer, you will be learning and expanding your VMware virtualization technologies in order to help our customers troubleshoot, understand, and overcome challenges in their operation.
- 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 experience + new skills gained to bring benefit to others in the team.
- As well as assisting other, 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 engineering team(s)in order to bring value to customers, and to resolve politically and technically escalated issues.
- As your skill set grows, you may choose to work on additional product lines and progress your skillset on more technologies or seek to become expert in a wide variety of products and or technology related to our product portfolio.
- Throughout this time, and your career at VMware, you will continue to develop through training, learning tools, research time and training days.
- As you approach the12 month period of your tenure, you may wish to run case clinics to benefit other members of your team, in particular level 1 and 2 engineers.
- You will keep in mind at all times where written content can be delivered via KB and or TOI to enhance troubleshooting and problem solving capabilities of your team(s) and or customers.
- Environment permitting, there may be a requirement to visit customer premisesin order to carry out troubleshooting, and or environment reviews.

**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, you will be responsible for resolving customer technical issues. 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:

- Learn new communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management.
- 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.
- Collaboration with the BU, Engineering, Field Teams, and Account Managers to ensure frictionless support experience to our customers.
- 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.
- 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 are the benefits and perks of working at VMware?**

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

This position reports to a Technical Support Manager based in our Cai



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