Technical Support Engineer VCO - Contractor

The Elevator Pitch: WHY: Why will you enjoy this new opportunity? VMware is a global leader in cloud infrastructure and business mobility. Built on VMware's industry-leading virtualization technology, our solutions deliver a brave new model of IT that is fluid, instant and more secure. Customers can innovate faster by rapidly developing, automatically delivering and more safely consuming any application. With Fiscal 2018 revenues of $7.92 billion, VMware has more than 500,000 customers and 75,000 partners. The company is headquartered in Silicon Valley with offices throughout the world and can be found online at www.vmware.com. WHAT: What are the performance goals over the first 6 – 12 months you will work on completing? VMware is an Equal Opportunity Employer committed to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, HIV status, family medical history or genetic information, family or parental status including pregnancy, 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. HOW: What type of work will you be doing? Drive customer satisfaction by expediting the resolution of all service issues by conducting log analysis, reproduction work and engaging external and internal resources as required. Proactively escalate customer issues and work with Sales, CPD, PM to assign appropriate priority. Provide high quality Live Answer technical support Complete KB articles for resolved issues. Retain ownership of customer issue from creation to closure Drive customer issues to completion without the use of log files or remote access software. Handle Escalations from other support engineers Requirements: Prior experience working in a Support/Technical Assistance Center (TAC) team Linux and shell scripting skills such as log reading and performance testing high desired. Networking knowledge preferred (HTTP, TCP, IP, subnetting) Experience supporting a cloud service General familiarity with concepts like multi-tenancy, password management, common access issues that customers might have with a cloud service Experience with REST apis, swagger and JSON Experience using / building REST clients (curl, postman, python) Good understanding of MySQL Experience debugging web applications using browser developer tools (e.g. console, network request log, debugger, etc.); Familiarity with Javascript a plus. Debug / troubleshoot the customer's environment, collect additional information about the problem and resolve network performance issues. Quickly assess and understand customers issues and business impact. Ability to reproduce customer reported issues in the lab environment, work with development and QA to verify and fixes before they are rolled out to our customers. What is the structure of the team/organization I will be working with? 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 Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2023-02-14 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.