Technical Support Engineer -VMware Cloud Services

The Elevator Pitch: Why will you enjoy this new opportunity? Are you passionate about learning and working with new VMware cloud technology and expanding your current technical expertise all while solving complex problems for key customers? Are you a natural collaborator that craves working with enthusiastic, creative, customer focused teams that support the world's leading edge software products spanning every imaginable industry across the entire globe? 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 Level 2 Technical Support Engineer, together we will expand your VMware Cloud skills and expertise. You will be providing an opportunity to leverage virtualization technologies and help our customers troubleshoot, understand, and overcome challenges in their operation. When you join the team, the process begins with your success in mind. Your experience and training are meant to enhance your current knowledge. Your success will be parament from day 1. Your primary focus is completing the extensive VMware Cloud onboarding. Once onboarding is achieved, you will collaborate with your peers to support global customers issues. You be given an opportunity to work with tenured engineers to expand your troubleshooting, research, and lab reproduction to resolve many complex issues. As your level 2 Technical Support Engineer skill set grows, you will work on additional product lines and progress your skillset on more technologies and, working with senior engineers build cases to shape product development, based on how customers are utilizing the VMware Cloud service. Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days. As you expand your skill set your opportunities will expand at VMware. 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 motivation, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges. To be successful in this role, you will: Utilizing your communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management. Expand on your VMware Cloud fundamentals to 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. 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. VMware knows the world is always moving forward. We move with it. We strive to not only make you an expert but keep you there. Continuous training, career development, and a focus on providing superior customer support makes sure you are always growing and ready to exceed the customers' expectations for support delivery. 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. Explore the VMware Benefits page for additional details. Please note, benefits change by country, please select your country from the drop-down menu at the top right corner. benefits.vmware.com CO-Equal-Pay (Exempt) For Colorado based candidates the hiring range for this position is typically $63000 - $107,000. The actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at https://benefits.vmware.com/. *Note: Disclosure of Colorado pay, and benefits required per sb19-968. This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry. Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-09-01 Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure. What’s in it for you? The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver 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.