Technical Support Engineer I - Workspace ONE (Trilingual-English,Spanish,Portuguese) - Opportunity for Working Remotely

The Elevator Pitch: Why will you enjoy this new opportunity? Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. You will be working on the latest and greatest technology suite, becoming an expert in the Cloud Computing / Virtualization industry. Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of our extraordinary team! Our team is fast-paced, energetic, creative, and collaborative by necessity. In this role, you would be joining VMware’s End User Compute (EUC) Team supporting our Workspace ONE product suite. You will be at the forefront of the work from anywhere transformation helping our customers shift and achieve a more remote/hybrid workforce! This global transformation has been accelerated by recent world events and change in work location expectations/desires. Not only do we promote Remote/Flexible work with our products, here at VMware we’re building a dynamic, global workforce that accelerates productivity to deliver innovation solutions for our customers! You will have access to the right technology, collaboration capabilities, and work practices to help you do your best work – individually or together with colleagues – while growing your career at VMware. Our Workspace ONE product suite makes that possible! Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? As a Technical Support Engineer - Level 1 on the End User Compute Team (EUC), you will support VMware virtualization technologies and help our customers, clients and partners troubleshoot, understand, and overcome product support issues. Your first steps in this role will be to upskill on VMware Global Support processes, products and best practices. This will ensure you understand how our product offerings work/function, and how it's used by our customers! Once achieved, you will support our Global Customers that utilize WS1, with the support and assistance of tenured engineers, through troubleshooting, research, and lab reproduction. As your skills and knowledge grow, you will work towards becoming a subject matter expert (SME) of the Workspace ONE product Suite. This will allow you to strengthen both internal and external relationships with credibility and confidence. Over time, you will work with more tenured Technical Support Engineers to help shape product development based on your expertise and understanding of your customers use of Workspace ONE products. Throughout your career at VMware, you will be able to develop through training, learning tools, research time, training days and personal development from your leaders. 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 Technical Support Engineer - Level 1 on the End User Compute team, you will be our first line of support responsible for resolving customer technical issues. On a daily basis you will: Provide support to our customers, using VMware products, isolating, diagnosing, reproducing and fixing technical issues. Reproduce issues in-house and respond back in a timely manner. Provide root cause analysis of customer issues. Develop workarounds, temporary and permanent solutions when applicable. Raise issues and escalations according to standard operating procedures (SOP's). Use internal technical expertise, including peers, mentors, knowledge bases, community forums and other internal tools, to provide the most effective solutions to customer issues. Learn new communication and technological skills, including, but not limited to technical expertise, applied logic, prioritization as well as and customer management. Develop your technical skills in the areas of: access and identify management, networking, SaaS infrastructure and, mobile, Windows and macOS device management. Troubleshoot, research and resolve issues, using labs, log bundles and internal knowledge bases, peer to peer collaboration and other tools you will have access to. Partner with Engineering, Field Teams and other technical experts to resolve issues to make it easier for customers to use our technology. Update and assist in the continued creation of 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. To be successful in this role, you will: Be trilingual - English, Spanish, Portuguese (English fluency required.) Ability and willingness to work the assigned working hours. (See Below) Have experience in providing Windows and some Linux/UNIX technical support to customers. Have Certifications such as (VCP, vCAP, RHCE, etc.) Have VMware or similar Support/Deploy experience. Have an understanding of Cloud Computing, Virtualization, Database and Case Management Systems. Experience Troubleshooting 3rd party application integration. Be motivated, keen to learn, have strong customer service and technical problem-solving skills, while being someone who embraces challenges. 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 an experienced EUC Technical Support Manager located in Costa Rica. The EUC team is proud of the unique model within our Global Support Organization that emphasizes collaboration, transparency, and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion. As a Technical Support Engineer, you can expect to be challenged daily to bring your best and your efforts will be widely acknowledged and rewarded. The Global Support leadership actively encourages the pursuance of hobbies and activities outside of work and the importance of taking time off for an optimal work-life balance. Where can I learn more about the product group I would support? VMware Workspace ONE is an intelligence-driven digital workspace platform that enables you to simply and securely deliver and manage any app on any device, anywhere! https://www.vmware.com/products/workspace-one.html Get hands on with the product in our free virtual lab! https://via.vmw.com/wsp1lab Is this role Remote, Hybrid or Onsite and what will my schedule look like? This role is considered to be Hybrid and will be a mix of working from the local Heredia, Costa Rica VMware office and remote depending on your preferences and the arrangements determined with your future manager. You will be expected to live within a reasonable commute of the office, as frequent working from the office is required. The schedule for this role is Monday - Friday 8:30am - 5:30pm Eastern Time. Occasional rotation of supporting US Pacific time zone. Please note that these hours will change accordingly with US Daylight Savings Time. 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. Benefits include extensive PTO, Personal Time, Sick Time and Holidays, as well as company paid private insurance, wellness benefits, and much more! Explore the VMware Benefits page for additional details. www.benefits.vmware.com/cr
GlobalSupport
LI-EP1
LI-Hybrid Category : Client Support Subcategory: Technical Support Experience: Entry Level Full Time/ Part Time: Full Time Posted Date: 2023-01-03 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.