Senior Technical Support Engineer - SASE SD-WAN - Opportunity for Working Remotely

The VMware Global Support Services team supports over 250,000 companies running VMware servers in over 100 different countries. Our team provides time-zone optimized coverage throughout five support centers globally. Our team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. What are the performance outcomes over the first 6-12 months you will work toward completing? As a Senior Technical Support Engineer for SASE VMware: SD-WAN, you will take your vast knowledge of VMware Cloud and blend it with VMware Cloud technologies and help our most elite customers troubleshoot, understand, and conquer their Cloud challenges. You have in depth Cloud, Networking and Security expertise that will put you into position to support and mentor our Level 1 & 2 Technical Support Engineers, design and implement best practices, knowledge base creation, SASE VMware: SD-WAN training and technical escalations. When you join the team, the process begins with your success in mind. Your experience and training are meant to enhance your current knowledge. Your success will be parament from day 1. Your primary focus is completing the extensive VMware SASE onboarding. Once onboarding is achieved, you will collaborate with your peers to support global customers issues. You be given an opportunity to work with tenured engineers to expand your troubleshooting, research, and lab reproduction to resolve many complex issues. As your Senior Technical Support Engineer skill set grows, you will work on additional product lines and progress your skillset on more technologies and, working with senior engineers build cases to shape product development, based on how customers are utilizing the VMware Cloud service. Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days. As you expand your skill set your opportunities will expand at VMware. 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. What type of work will you be doing? As a Senior Technical Support Engineer, you will be responsible for resolving customer technical issues and supporting the team and the support operation. Key strengths for this role would be motivation, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges. To be successful in this role, you will: Work closely with other support engineers, sales engineers, and customers to understand customer network configurations and problems that they may be facing or simply answering technical inquiries about VMware SASE products. You will use your expert knowledge of Linux, APIs and MYSQL to establish root cause of customer issues. Utilizing your communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management. Work independently utilizing your skill set and knowledge 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. Leveraging your Cloud skill set to 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. The skills and abilities needed to be successful: Prior experience working in a Support/Technical Assistance Center (TAC) team Linux based OS proficiency required. Including but not limited to: Cloud-init Booting issues Highly comfortable working through CLI. Network configuration Service configuration (NTP, DNS, SSH) OS Performance analysis (hardware, OS and application layers) Experience supporting OS Linux servers running on virtualized environments (on-prem and cloud). Clear understanding of the multiple technologies that interact on the operation of a HTTPS server. Including those external to the server such as Hypervisors, DNS servers, NTP and network layer devices between an end user and the webserver server. Experience debugging web applications using browser developer tools (e.g. console, network request log, debugger, etc.) Basic networking knowledge preferred (HTTP, TCP, IP) OS level virtualization knowledge is desired (i.e containers). General familiarity with concepts like multi-tenancy, password management, common access issues that customers might have with a cloud service Experience using / building REST API clients (curl, postman, python) Basic understanding of MySQL desired. Where can I learn more about the product group I would support? Learn More about VMware SASE / SD-WAN https://via.vmw.com/sase-secure-access-service-edge https://via.vmw.com/sdwan Get hands on with the product in a virtual lab! https://via.vmw.com/sdwanvirtuallab Where is this role located? The location of this role is flexible within the vicinity of Heredia, Costa Rica Work will be done from an office some days during a week and other days from a non-VMware building. 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. Explore the VMware Benefits page for additional details. https://benefits.vmware.com/cr
GlobalSupport Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-02-21 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.