Technical Support Engineer II - VMware Cloud - Opportunity for Working Remotely

The Elevator Pitch: Why will you enjoy this new opportunity? Are you passionate about learning and working with new VMware cloud technology and expanding your current technical expertise all while solving complex problems for key customers? Are you a natural collaborator that craves working with enthusiastic, creative, customer focused teams that support the world's leading edge software products spanning every imaginable industry across the entire globe? 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 2 Technical Support Engineer, we will expand your VMware Cloud skills and expertise. You will be provided an opportunity to leverage virtualization technologies and help our customers troubleshoot, understand, and overcome challenges in their operations on a daily basis! When you join the team, the process begins with your success in mind. Our robust onboarding and training process will create a base for you to build and grow from! Once onboarding is achieved, you'll be given an opportunity to work with tenured engineers to expand your troubleshooting, research, and lab reproduction to resolve customer issues. As your VMware Cloud skills grow, you may work on additional product lines and progress your skillset on more technologies. You'll work with senior engineers to build cases that shape product development, based on how our customers are utilizing and need the VMware Cloud services to operate. Throughout your career at VMware, you will be able to develop through training, learning tools, research time, and training days. VMware knows the world is always moving forward. We move with it. We strive to not only make you an expert but keep you there. Continuous training, career development, and a focus on providing superior customer support makes sure you are always growing and ready to exceed the customers' expectations for support delivery. 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 2 Technical Support Engineer, you will be responsible for resolving customer technical issues and supporting the junior members of the team. Key strengths for this role include mentoring, positive attitude, strong customer service skills and technical problem-solving skills. You will work cases directly with our customers with a single goal in mind - complete customer satisfaction! To be successful in this role, you will: Utilize your communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management. Expand on your VMware Cloud fundamentals to resolve complex queries while providing world class support to our customers. 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. Update and create 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 Skills, Abilities, and Experience will help you along the way? Relevant experience supporting Enterprise solutions, dealing with various global customers, maintaining and establishing the relationship with them Fluent English - written and verbal communication skills Familiarity with AWS and have supporting Cerfitications Familiarity with Hypervisors (ESXi, Hyper-V, Xenserver, KVM, etc). Experience with modern software development methodologies and Networking. VCP, MCSE, MCDBA, and/or various UNIX certifications are a plus. Scripting experience a plus (Javascript, PowerShell, VB, Bash, etc. Linux/Unix administration basic skills. 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 Technical Support Manager of our Cloud Technical Support team! The Cloud team is proud of their prestige within our Global Support Organization that emphasizes collaboration, transparency, and career growth. Additionally, they 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, personal/professional growth and activities outside of work and the importance of taking time off for an optimal work-life balance. Is this an On-Site, Remote, or a Hybrid? 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 Heredia America Free Zone and offers parking, cafeteria, fitness center, game room and more! Schedule and Shift: Schedule assignment is based on business needs/requirements Hours are based on US Mountain Standard/Daylight Saving Time Zone Monday - Friday: 7am - 4pm MST Where can I learn more about the product group I would support? Learn More about VMware and our Cloud Solutions/Products! https://cloudsolutions.vmware.com/services.html https://cloudsolutions.vmware.com/services/vmc-aws.html https://www.vmware.com/ Get familiar with our product offerings with our FREE Hands-On Labs! https://pathfinder.vmware.com/v3/explore/ds-catalog-multi-cloud 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 (INS ASPROSE), 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: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2023-01-27 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.