Senior Technical Support Engineer, Premier Support - Opportunity for Working Remotely

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. Why will you enjoy this new opportunity? Are you passionate about learning new technology and solving complex problems for key customers? EMEA Core Networking has a Senior Technical Support role for you. We are looking for an experienced and solution-focused engineer to be part of our Premier Services team in EMEA. As the Senior Engineer, you will be providing proactive and best in class service for our S360 & Premier Services customers. The successful engineer will have the ability to work independently or as part of a team with some of VMware’s most strategic customers and partners. 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 Senior Technical Support Engineer, you will be responsible for assisting management as well as the team with their customer’s technical issues. Key strengths for this role include mentoring, positive attitude, superior soft skills, and expert level technical problem-solving skills.  You will work with the team directly with the goal in mind of ‘complete customer satisfaction’. The position demands excellent communication and relationships skills with our largest customers, partners at all levels including engineering, field teams and other key stakeholders to ensure that VMware is delivering overall superior service and support to our customers. 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 Senior Technical Support Engineer, you will be responsible for resolving complex customer technical issues and supporting the team and the support operation. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.    To be successful in this role, you will: Work independently to resolve customer, TSE, and team issues, supporting the management team in overall development of the team. Encourage team collaboration, participation, and teamwork at all levels within the department. Drive communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management within the team.  Be approachable to all TSEs and teach them to do the work, not do it for them. Be willing to jump in on any case at a moment’s notice as needed. Resolve complex queries while providing world class support to our customers. Including supporting TSEs with their challenges. As a Senior Technical Support Engineer, you will support the team, the operations and the field with customer escalations. Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.  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.  Requirements • 3-5 years’ hands on experience working in customer support industry supporting network infrastructure (L2/L3 devices) • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience • Understanding of modern IT production data center and Internet (ISP/ASP) hosting operations including Compute, Storage and Networking • Understand datacenter networking fabric topologies and common architectures deployed both Layer 2 and Layer 3 based • Networking: In-depth understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management, firewalling, load balancers, Security trust zones, Management Networks, VPN and network design • Experience with network components such as, ASR routers, switches, firewalls, ASA, etc.).Virtual networking components VSG, Nexus1000V, BGP & OSPF protocol, Cisco UCS and storage • Familiarity with systems management concepts, processes and standards (e.g. SNMP); capacity/performance management and tuning; and storage and network management • Extremely well organized, detail-oriented and possessing a high level of integrity • Outstanding communication skills, both written and verbal • Experience designing and/or supporting large enterprise deployments. • Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark) • Good practical working ability with Linux/UNIX utilities, including editors and command shells • Ability to travel 20 per cent of the time • Willingness to work in 24x7 support environment • Ability to communicate with Network Architects Highly Preferred Skills • Hands on experience with VMware ESX Server or VMware products • UNIX kernel diagnostics/debugging (at a level typically found in senior level 2 or level 3 UNIX support staff) • Experience with operation and administration of large Windows Server and Desktop Environments o Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols • Previous exposure to Cloud Management Platforms such as OpenStack, CloudStack, vRA including Networking enabled by software • Familiarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC • Hands-on and working with key technology solution/language/tools e.g. CloudStack, OpenStack, AWS, KVM, libvirt, Chef, Puppet, Python, CMS, DynamicOps, API, etc. Where is this role located? The location of this role is flexible within Ireland. Work will be done from an office some days during a week and other days from a non-VMware building. 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. Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-04-20 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.