Advanced Load Balanacer

**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.

VMware is a global leader in cloud infrastructure and business mobility. VMware accelerates customers’ digital transformation journey by enabling enterprises to master a software-defined approach to business and IT. With VMware solutions, organizations are building extraordinary experiences by mobilizing everything, responding faster to opportunities with modern data and apps hosted across hybrid clouds, and safeguarding customer trust with a defence-in-depth approach to cybersecurity.

VMware offers cutting-edge cloud infrastructure and security services to companies of all shapes and sizes. Our world is all about technology, and that world is growing because the imagination, ingenuity and talent of our teams knows no bounds. We believe that creativity sparks innovation and inspires our employees to think of VMware differently and change the world around them.

**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**

As a Level 2 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.
- First steps 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.
- Resolve all Technical issues through diligent research, reproduction, and troubleshooting.
- As your skill set grows, as a level 2 engineer, you will work on additional product lines and progress your skillset on more technologies, supporting the team with day-to-day queries and build cases to shape product development, based on how customers are using the VMware Suite.
- 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 Level 2 Technical Support Engineer, you will be responsible for resolving customer technical issues and supporting the newer members of the team. 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:

- Be handling complex queries while providing world class support to our customers.
- Hands-on experience with diverse networking devices like routers, switches, firewalls
- Working experience in Load-balancer/ADC Eg: Citrix Netscaler or F5
- Experience in Analytics technologies like vRNI, Citrix NMAS, Solarwinds
- Working knowledge in cloud eco-systems like OpenStack, ESXi, OpenShift, AWS, Docker, Azure, GCP is a plus
- Knowledge on Linux OS is a plus
- Experience with REST API or in Python/Java programming is a plus
- Familiarity with DevOps tools like Ansible, Puppet, Terraform is a plus
- 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.
- Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.
- Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.
- 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.

**Responsibilities**:
On a day to day basis, you'll be responsible for a variety of initiatives, including:

- Able to self-drive customer requirements and prioritize work
- Function as technical point of contact for customer issues
- Drive communication between customer and engineering teams, providing detailed communications and instructions
- Able to create IN-DEPTH technical issue and resolution root cause analysis (RCA)
- Identify and report product issues and prioritize resolution with the engineering teams
- Create and maintain knowledge base articles to prevent & resolve similar issues quickly
- Weekend and public holiday coverage availability

**Requirements**:

- 2+ years