Senior Technical Support Engineer

The Elevator Pitch: Why will you enjoy this new opportunity? Working with the EMEA Storage Domain team you will be engaged in problem-solving for our EMEA customer base. The technical issues that our customers raise cases for can range from a functionality query to a complete business or organization being unable to function due to a fault that has occurred. You will be troubleshooting these issues with the customer to return them to a fully operational state. If you are passionate about virtualization, storage and excellent customer support then you will fit in with our team of passionate professionals. If you want to work on the latest and top of the stack related to Storage Infrastructure which keeps you constantly engaged, curious about technology and provides the learning opportunities associated with staying at the leading edge, we are the team for you. Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? Learn to understand the range of issues encountered by the EMEA customer base and resolve customer incidents related to the Storage products. Within 30 days of employment, embark on the Storage Domain training track and start learning about the products of the team to which you are aligned You will start to gain an understanding of the products, the processes and systems, the team, the organization, communication and escalation channels and our customer base. Within 90 days of employment you will start to understand the common issues encountered by the Storage domain customers and how to troubleshoot them Within 180 days you will have started being assigned SRs via the auto-assign tool. You will be working some of these cases with a mentor and some without. At this point you will be assigned to the severity 2-4 team and will be actively troubleshooting issues and participating in team level reviews – SR clinics, Tech Tuesday and team huddles. The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? Your regular activities may be modified to suit your professional strengths – but you can expect a variety of the following assignments: Provide troubleshooting support to VMware customers via phone, email, and Remote sessions in a timely manner while maintaining a strong customer first focus throughout the lifecycle of the query. · Work collaboratively with Escalation Engineers and colleagues in a fast-paced environment across various teams such as Escalation Management, Field Sales and Support to ensure the optimum technical solution and advice is provided to the customer. · 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. What is the leadership like for this role? What is the structure and culture of the team like? The Hiring manager for this role is Shawn Gore who looks after a team of engineers based in Cork . He has been with VMware for over 6 years. He believes that leadership is not defined by roles/titles and encourages everyone on the team to be a leader bringing their strengths to the role. The EMEA team is distributed across Cork, Cairo and Bangalore centres. As we provide 24/7 support to our customers, the team structure in EMEA is replicated in APJ (Bangalore) and NASA ( Broomfield, Colorado and Costa Rica, Central America). This way we provide seamless support to our most impacted customers. Our team has a dynamic, open and collaborative culture where we learn from and provide assistance to each other. We encourage everyone to take advantage of the carious learning opportunities that arise Where is this role located? Flexible: The location of this role is flexible within Ireland. Work will be done from an office some days during a week and other days from a non-VMware building. What are the benefits and perks of working at VMware? You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com. · Employee Stock Purchase Plan · 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 behavior challenges, or developmental disabilities · Financial contributions to your ongoing development (conference participation, trainings, course work, etc.) · Wellness reimbursement and online fitness and wellbeing classes Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-07-20 VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com. Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.