Technical Support Engineer - Backline - Opportunity for Working Remotely

Your next adventure at VMware is only a click away! At VMware, we are committed to helping our people grow professionally. Our talented employees exemplify our shared values and continue to drive our company to new heights. If you see a position that might be right for you, we encourage you to apply and continue to be a part of our EPIC2 community. Job Description Why will you enjoy this new opportunity? Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping VMware Carbon Black 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 Carbon Black to IT professionals world-wide. When you join VMware as a Technical Support Engineer, you will learn and support our latest technology, receive mentoring from Senior Engineers and become eligible for performance bonuses. TSE’s who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines. 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 but not limited to: Engage with VMware Carbon Black customers via email, and phone and online requests Troubleshoot with customers and/or reproduce issues in a lab environment Consistently document your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it Partner with internal stakeholders like engineering, field teams and other technical experts. Collaborate with experienced engineers to troubleshoot complex environments, review logs and communicate detailed action plans Research issues via our internal and external knowledge bases Maintain a positive customer experience in every interaction. Participate in Knowledge Centered Service (KCS) training to become a licensed publisher and contribute to the company knowledgebase Complete various training programs designed to further enhance your skills. Model VMware core values: Execution, Passion, Integrity, Customers and Community What are the performance outcomes over the first 3 months you will work toward completing? As a first-year TSE with VMware you will undergo a substantial skills development training program focused on learning our core products, tools & processes. After an 4-8 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 6 weeks, you will begin engaging directly with VMware customers and partnering with them to resolve issues. What skills, abilities and experience will make you successful in this role? 3+ years relevant Windows, Linux or Mac support or engineering experience Operational experience with SQL technologies a plus Experience in the enterprise security space a plus Experience in network troubleshooting is a plus Familiarity with software distribution, patch management is a plus Good analysis and debugging skills Ability to function as an individual contributor and/or a member of a team Ability to work a day shift with possible responsibilities a few times a year for an on call after hours rotation Fluent written and verbal communication skills in English What is the leadership for this role? What is the structure and culture of the team like? We are a remote and global distributed team. You will collaborate with other teams from across the globe. 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 can I learn more about the product group I would supporthttps://www.vmware.com/security.html Is this an On-Site, Remote, or a Hybrid role and what is the work schedule? This is a Hybrid position in which you will need to work at our Heredia offices some days and others remotely from home. Our amazing offices are located in the America Free Zone and offers parking, cafeteria, fitness center, game room and more! The work schedule for this role is Monday – Friday 10-7 Costa Rican Time. The opportunity for overtime is available. 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 Costa Rican Benefits page for additional details. www.benefits.vmware.com/cr Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-12-16 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.