Technical Support Engineer - Opportunity for Working Remotely

NSX is a game changer in Networking. VMware wants our customers to have the best technical support experience possible. To make sure of this, we are investing in our people by providing them access to latest training and certification offerings on the VMware product suite. 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 top of the line technology suite, becoming an expert in the industry.   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 1 Technical Support Engineer, you will be learning and expanding your VMware virtualization technologies and help our customers troubleshoot, understand, and overcome challenges in their operation. First steps in this role will be to upskill on Global Support processes and products, to understand how the technology works, and how our customers use it. Within your first 6-12 months you will: Be able to resolve all technical issues through diligent research, reproduction, and troubleshooting.  Have a strong understanding of Networking fundamentals and knowledge about L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management, firewalling and load balancers. Have a good experience in network components such as, ASR routers, switches, firewalls, ASA, etc.), Virtual networking components VSG, Nexus1000V, BGP & OSPF protocol, Cisco UCS, and storage. Be Familiar with systems management concepts, processes and standards (e.g. SNMP), capacity and performance management and tuning; and storage and network. Have a strong working ability with Linux/UNIX utilities, including editors and command shells. As your skill set grows, as a level 1 engineer, you will work on additional product lines and progress your skillset on more technologies, supporting the team with day-to-day queries and build cases to shape product development, based on how customers are using the VMware Suite. Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days. 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 1 Technical Support Engineer, you will be responsible for resolving customer technical issues. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.  In this role, you will: Be handling complex queries while providing world class support to our customers - owning and drive the Customer Experience throughout the lifecycle of the Service Request to resolution. 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. Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems. 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.  What is the leadership like for this role? What is the structure and culture of the team like? We have a very strong technical team who collaborates and shares knowledge. 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. At VMware, we are committed to helping our people grow technically and professionally. Our talented employees exemplify our shared values and continue to drive our company to new heights! Where is this role located? The role is considered flexible and will be a mix of working from a local 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. 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. Employee Stock Purchase Plan Medical Coverage, Retirement, and Parental Leave Plans for All Famly Types Generous Time Off Programs 40 hours of paid time to volunteer in your community Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities Financial contributions to your ongoing development (conference participation, trainings, course work, etc.) Wellness reimbursement and online fitness and wellbeing classes Category : Client Support Subcategory: Technical Support Experience: Entry Level Full Time/ Part Time: Full Time Posted Date: 2023-01-05 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.