Senior Technical Support Engineer

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. The Elevator Pitch: Why will you enjoy this new opportunity? VMware is the global leader in virtualization and cloud infrastructure solutions that enables businesses to thrive in the Cloud Era. Our Global Support organization brings together an extraordinary and diverse group of people that supports over 250,000 companies in 100+ countries. Our people are at the core of everything we do. We deeply value execution, passion, integrity, customers, and community. Do you crave a work environment of energy, innovation, and collaboration? Then come be part of our team. Work Here. Transform Everywhere. Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing? We are looking for someone with a passion for learning new technology and solving complex problems for key customers. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical analytical skills and be someone who accepts challenges. In this role, you will be joining VMware’s Premier Support for Core Networking. You will be part of an extraordinary team in an energetic, creative, and collaborative business environment. You will be working on the latest and top of the line technology suite, becoming an expert in the industry. First steps on 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. Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days. In the VCN group there will be opportunities to learn Networking technologies and products such as NSX, VRNI, AVI and so much more! What type of work will you be doing? What assignments, requirements or skills will you be performing on a regular basis? As a Senior Technical Support Engineer, you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing, and fixing technical issues effectively and expertly. Essential Functions: Resolve customer’s issues via the telephone, email, or remote session (e.g., Zoom, WebEx, etc.) Reproducing issues in-house and responding back to the customers efficiently Regular follow-ups with customers with recommendations, updates, and action plans Escalate issues in a timely manner according to Standard Operating Procedures Demonstrate technical expertise and leverage support via peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues Build new knowledge base articles to bring together new learning’s for reuse across the organization Participate in technical communications within the team to share standard methodologies and learn about new technologies Troubleshoot and engage with engineering on customer reported issues Able to handle escalations with customers and address technical queries in multi-vendor forum Travel onsite, as deemed necessary to customer location to handle issues, concerns and/or represent in periodic sync up meetings Participate in testing alpha and beta products, help customers adopt the solutions Be an advocate for virtualization Focus on an area of technical specialization and attend technical trainings to constantly apprise oneself of latest technologies Read and work with other Technical Support Engineers on cases which will help cultivate that expertise Deliver deep dive sessions to other team members based on the area of expertise Additional skills required for role: A minimum of 8 years relevant experience supporting Enterprise solutions, dealing with various global customers, maintaining, and establishing the relationship with them Capable of running status calls with the customers to keep them up to date with all the opened issues, and ongoing projects Experience in providing Windows/Unix/Linux/Storage/Networking technical support to enterprise customers. Experience designing and/or supporting large enterprise deployments. Strong practical working ability with Windows/Linux/UNIX utilities, including editors and command shells Fluent written and verbal communication skills in English Strong interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment. Logical approach to problem solving & strong troubleshooting experience Willingness to work in a 24x7 environment with flexibility to work across all shifts Expertise in providing voice-based Technical Support is a key requirement Additional preferred skills for the role: Experience in Virtualization & Cloud computing will be preferred CCNA / VCP / RHCE / MCSE / VCAP is an added advantage 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. Where is this role located? Location: Broomfield Colorado. Flexible: 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 non-daily 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 Family 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 This job requisition is not eligible for employment-based immigration sponsorship by VMware. FOR COLORADO-BASED CANDIDATES: For Colorado based candidates the hiring range for this position is typically $79,000 to $134,000. 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/. *Note: Disclosure of Colorado pay and benefits required per sb19-968.
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GlobalSupport This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry. Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2023-01-06 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.