Technical Support Engineer

**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?**

A first-year TSE will undergo a substantial skills development training program focused on learning our core products, tools & processes. After an 8-week onboarding program that includes technical and soft-skills training, you will shadow and collaborate with fellow TSEs to learn the skills and habits necessary to deliver unparalleled customer experiences. Within 12 weeks, you will begin engaging directly with VMware customers and partnering with them to resolve issues.

To be successful in this role, you must be a motivated self-starter and resourceful learner, possess strong customer interaction and problem-solving skills, and be able to prioritize multiple requests and work assignments. If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with VMware Global Support.

**What type of work will you be doing? What assignments, requirements or skills will you be performing on a regular basis?**

Our Technical Support Engineers are trusted advisors and experts that VMware customers seek out when they have a question or issue. The responsibilities for this role include:

- Work collaboratively with Escalation Engineers to troubleshoot complex environments.
- Collaborating with experienced engineers, review logs and communicate detailed action plans and reproducing issues in a lab environment.
- Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.
- Mentor and provide trainings to newcomers while continuing to develop own expertise in virtualization technology.
- Deliver Transfer of Information Sessions to other colleagues to share knowledge and enhance troubleshooting skills.
- Embrace VMware’s culture of knowledge sharing by documenting and linking all technical learnings to existing solutions and creating new knowledge-based articles to be shared with both customers and colleagues.
- Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.
- Completing various training programs designed to further enhance your skills.
- 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.

**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 Cairo, Egypt office but you will collaborate with teams from across the globe. Your leader will provide guidance and coaching to help you achieve your maximum potential. We value fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways of delivering support. Our culture is one of possibility. Everyone is empowered to develop new ways to achieve success.

**Where is this role located?**

The location of this role is based in our VMware office in Cairo, Egypt. Work will be done from the office some days during the business week but can be performed virtually from anywhere within Egypt.

**What are the benefits and perks of working at VMware?**
- Employee Stock Purchase Plan and a generous pension matching program
- Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
- Generous Time Off Programs
- 40 hours of paid time to volunteer in your community
- Rethink's Neurodiversity program to support parents raising children with learning or behaviour challenges, or developmental disabilities
- Financial contributions to your ongoing development (conference part