HCX Site Reliability Engineer (DevOps) - Opportunity for Working Remotely

Main Responsibilities: Coordinates activities with teams from Engineering, Sales, Professional Services, Product Management, and Global Support Services to ensure customer issues are resolved to satisfaction and in a timely manner. Analyzes technical problems to assess the business, operational, and financial impact to customers. Integrates customer and VMware business requirements with technical requirements to determine best course of action. Prepares and presents key business issues to senior management to build consensus regarding resolution strategy. Advises senior management of any developments and action plans to resolve complex service related issues. Ensures proper assignment of resources and activity during problem resolution across all regions. Controls and directs internal resources to set time requirements and expectations. Documents and manages action items, assigned owners, and timeline of events during a break/fix customer impact event. Identifies and facilitates exchange of technical information between Global Support Services and Development Engineering. Interacts directly with customers on behalf of senior management via customer meetings and written communication. Participates in Root Cause Analysis including incident and problem management activities. Participates and leads highly technical escalation and management conference calls; assumes leadership role in providing case status updates to management, account team and director level customers with the ability to clearly articulate concerns and issues to the customer. Required Skills: Prior work experience with VMWare Stack (ESXi, vSphere, vCenter & NSX) and Networking Technologies. Prior work experience in troubleshooting networking issues (L2-L7). Prior experience in Automation/Python/Ansible scripting. At least 6+ years of experience in Customer Support. In-depth knowledge of Networking Protocols and Solutions (e.g. TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, LACP,VLAN, VxLAN, WAN). Proficient with troubleshooting and debugging tools (e.g. tcpdump, Wireshark, traceroute, route, netstat). Innovative debugging skills and ability to work in lab environments to recreate issues. Analytical mindset to identify problems, methodical approach to troubleshooting, and creativity to find solutions. Bachelor's degree in Computer Science (or higher) or equivalent work experience. Preferred Skills Operating Systems: Deep Linux knowledge - Installation/Configuration/Administration (RHEL and Ubuntu a plus). Self-sufficient, but knows when to ask for help. Work individually with less supervision. Knowledge of Cloud Architectures (AWS / Azure / GCP ). Ability to understand customer issues and create well documented Product Defects related to serviceability and usability. Self-confidence and ability to express opinions and influence effectively Why will you enjoy this new opportunity? Working in the Networking and Security Business Unit as part of the Customer Escalation Engineering team, you will be working with customers on challenges in complex deployments in highly sensitive environments in healthcare, banking, governments and education with a focus on HCX Application Migration and Mobility Platform offered by VMware. This is a highly visible role, with VMware exec level engagement and at times with customer execs as well. The job is challenging and at the same time very rewarding, with a very large customer base and one that is growing very rapidly with the increase in demand generated as customers address the remote-working needs of their employees. The working hours for this position will be primarily to cover our EMEA customer base. Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? * Within 30 days become familiar with HCX Application Migration and Mobility Platform and integrated components like NSX / ESX / vRealize LogInSight * Leverage your expertise in Linux, Python, shell scripting, network traffic analysis and supporting various migration and mobility components within the product * Understand product code for owned components * Actively work on customer escalations from an R&D and Engineering perspective * Work on troubleshooting customer defects and engage with engineering/QA for maintenance releases * Live and offline troubleshooting of customer issues by relating issues to code pipelines and quickly identifying workarounds and resolution * Perform RCCA/5 Why Analysis for Customer issues and contribute to Product scalability/performance/resiliency improvements by working with relevant internal teams * Reduce mean time to de-escalate critical customer issues * Work on serviceability projects The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? * Work on customer escalations and customer-found defects across multiple engineering teams * Live and offline debugging of customer issues from an R&D and engineering perspective * Find the root cause of problems, recommend possible workaround and come out with fix on product code * Work towards Improving the scalability/performance/resiliency of the product * Work with product management, QA, and engineering on product releases 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 the HCX Customer Escalation Manager, responsible for customer escalation engineering for HCX . The team is responsible for supporting the Global Support Services teams and customers to deliver releases and handle customer issues that get escalated to engineering. The teams are spread across all geographies and work in the NASA, EMEA, and APAC regions. Where is this role located? Flexible: The role is considered flexible and can be be a mix of working from a local VMware office or fully remote depending on your preferences and the arrangements determined with your future manager. 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. 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. For Colorado based candidates the hiring range for this position is typically Min-$110,000.00 & Max Salary Range $187,000.00. 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/. This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry. Category : Engineering and Technology Subcategory: Software Engineering Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-11-21 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. 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.