Senior Technical Support Engineer

The Elevator Pitch: Why would you enjoy this new opportunity? Are you passionate about learning and working with VMware technology and expanding your current technical expertise all while solving complex problems for key customers? 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. In this role, you will be joining VMware China Global Support team to support Ali Cloud VMware Service(AVCS). You will be in the forefront of the work to support Ali Cloud. Success in the Role: What are the performance goals over the first 6-12 months you will work toward completing? Within your first 6 months As a Senior Technical Support Engineer ,you will be learning VMware virtualization technologies and help our customers troubleshoot, understand, and overcome challenges in their operation. First steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, and how our customers use it. Once achieved, you will learn VMware basic product, such as vSphere, NSX and vSAN. Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days. After 6 months+ Support VMware China customer on VMware products and work with your colleagues to support ACVS. 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. Create knowledge articles for global users Contribute your skills and knowledge to team continuously. What is the primary need, technical challenge, and/or problem you will be responsible for? As a Senior Technical Support Engineer, you will be responsible for resolving customer technical issues. 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: Learn new communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management. Develop your technical skills in the areas of: HCX, NSX, vSAN and etc. 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. Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved. 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 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.  Respond to customer inquiries, primarily by telephone and e-mail Maintain availability of VMware global support in 7*24 Resolve customer technical issues through diligent research, reproduction, and troubleshooting Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems Work with VMware partner to identify issues Document all technical inquiries, develop, and review content for knowledgebase Requirements Bachelor's degree in computer science, information technology, computer programming, or similar. Domain level understanding of Public/Private Cloud Infrastructure & Networking Operational experience with networking (WAN or LAN) and an understanding of network theory Strong knowledge in storage(e.g FC, NFS, iSCSI, SAN) Experience administering Linux systems in a production environment Strong technical writing skills Experience in providing technical support to customers. Fluent in spoken and written English What is leadership like for this role? What is the structure and culture of the team like? When you join the team, you will initially be part of our AVCS support team and reports to China the manager of China global support team. You be given an opportunity to work with tenured engineers to expand your troubleshooting, research, and lab reproduction to resolve many complex issues. Where is this role located? this role is based in Beijing, china. 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.) Healthy and local inspired snacks in all our on-site pantries Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-05-31 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.