Customer Response Engineer

The Elevator Pitch: Why will you enjoy this new opportunity? You have an analytical mind and a passion for technology, and you love solving problems and learning new things. All this, while working with technology partners, whether solving problems or helping them to avoid them. You also embrace the Service Reliability Engineering mindset and are an SRE at heart. If you’re looking for an opportunity to work for a company whose software is utilized by every Fortune 500 company and significantly impacts every industry and want to be part of the multi-cloud transformation journey, come join the Cloud Infrastructure Business Group as a Customer Reliability Engineer, where you’ll get to work closely with our strategic partners, engineering, SREs, and product management and will help our customers and partners deliver a reliable service to their customers. You’ll get a chance to be an architect and a problem solver, while helping define a new charter within the Cloud Operations Organization for the CI Business Group. Success in the Role: What are the performance goals over the first 6-12 months you will work toward completing? Provide direct assistance to service partners (Alibaba) acting as subject matter expert for VMware Cloud with deep solutions expertise as well as comprehensive knowledge of IT enabling technologies in customer deployment scenarios. Help partner and VMware Global Support troubleshoot and resolve partner and customer reported issues Drive key partner requirements into product/solution design and development cycle Identify, gather, analyze key performance metrics, logs, and alerts Passion for solving complex issues running real customer workloads across cloud and on-prem environments Perform automated remediation actions in a methodical and well documented manner Strong interpersonal skills and ability to articulate complex technical issues to non-technical audience Build relationships with infrastructure and service partners What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? Domain level understanding of Public/Private Cloud Infrastructure & Networking Experience with AWS, Alibaba Cloud, Google Cloud, Azure Experience operating, troubleshooting, and scaling online services Strong communication and interpersonal skills Systematic problem-solving approach coupled with a strong sense of ownership and drive Professional and open-minded attitude Experience administering Linux systems in a production environment On Call support for high priority incidents Operational experience with networking (WAN or LAN) and an understanding of network theory Proficient in a common scripting language: Bash, Python, Go, Ruby, etc. Experience with VMware products: vSphere, vCenter, ESX/ESXi, vSAN, and NSX Experience with DevOps or Service Reliability Engineering principles Proficient at working across multiple internal functional groups (Engineering, Product Marketing, Global Support ...) Demonstrated critical thinking and advanced troubleshooting skills and qualities Excellent communication skills both written and oral required Work effectively with a remote and distributed team What is the leadership like for this role? What is the structure and culture of the team like? Where is this role located? This role is based in China. VMware has a policy to empower employees to work from where they feel most productive and healthy whether that is at home or a VMware 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 Category : Engineering and Technology Subcategory: Software Engineering Experience: Business Leadership Full Time/ Part Time: Full Time Posted Date: 2022-05-24 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.