Senior Member of Technical Staff - Professional

Responsibilities: On a day to day basis, you'll be responsible for : Coordinates activities with Global Support Services on incoming escalations from VMware Global Services Interfaces with VMware Global Services and customer to debug / troubleshoot NSX product issues ; live or offline. Provides case status updates to management, account team and end customer Able to self-drive customer requirements and prioritise work through personal responsibility, accountability, and teamwork. Ability to reproduce customer issues in house lab Ability to create IN-DEPTH technical resolution and root cause analysis (RCA) leveraging debugging tools and develop solutions to meet customer needs, this may involve writing code. Identify and report product issues and prioritise resolution with the engineering teams Function as a subject matter expert / technical point of contact for customer issues serving as an interface between Customer Support and Product Engineering team. Drive communication between customer and engineering teams, providing detailed communications and instructions Create and maintain knowledge base articles to prevent & resolve similar issues quickly Weekend and public holiday coverage availability Create Root Cause Analysis documentation Create Knowledge Based content and document field facing articles Cross Functional Engagements Participate in Test plan review / Functional Spec and Design Reviews Contribute to Product Quality Improvements by opening product defects and serviceability requests Work with Technical Services Work closely with Release Engineering Requirements: 8-12 years of experience Technical Support experience and Escalation management Strong Knowledge of networking components (Routing, Switching, Firewall, IPSEC, Load-Balancer etc.) Strong knowledge in L2 and L3 Network troubleshooting Strong knowledge of L4-L7 protocols and Network services Networking troubleshooting / debugging - e.g. tcpdump, wireshark, traceroute, Virtualization experience desired - Installation/Configuration/Administration (ESX and KVM a plus) Operating Systems: Deep Linux knowledge - Installation/Configuration/Administration (RHEL and Ubuntu a plus) Knowledge of web technologies like HTTP/HTTPS/REST API Experience in Python or equivalent Understanding of Public & Private cloud ecosystems (Ex: VMware, AWS, OpenStack, Kubernetes etc) Excellent communication, time management, and process adherence skills Desired Skills/Qualification: Hands-on experience with diverse networking devices like routers, switches, firewalls and Load-balancers Working experience in Virtualization like ESXi,Vsphere VC,OpenShift. Working experience in 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 Category : Engineering and Technology Subcategory: Software Engineering Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-11-22 Networking & Security: IT departments are spending more on security than ever before, but the damage caused by data breaches keeps getting worse. To solve this problem, VMware’s Networking and Security team is challenging traditional thinking about IT security. We take a software-based approach that brings customers new levels of usability and effectiveness in today’s fast-changing public and private cloud environments. We’re tackling one of IT’s toughest problems by helping customers manage networking and security services through a single pane of glass across diverse environments. Our software solutions free IT environments from physical constraints to help them achieve superior agility, tighter security, and faster provisioning. Are you looking for the opportunity to help revolutionize IT security? We invite you to join our tightly knit team that’s driven to quickly deliver top-quality solutions to this pressing industry problem. You’ll boost your career by working on cutting-edge innovations in the cloud, security, networking, SD-WAN, and container spaces. 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. 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