Job description
Senior Technical Support Engineer
The Elevator Pitch: Why will you enjoy this new opportunity?
Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. You will be working on the latest and top of the line technology suite, becoming an expert in the industry.
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’s End User Compute team supporting the Horizon product suite. You will be in the forefront of the work from anywhere transformation helping our customers shift their workforce to remote and hybrid, which has only been accelerated by the worldwide pandemic.
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 in the End User Compute team, you will be learning and expanding your VMware virtualization technologies and help our customers troubleshoot, understand, and overcome challenges in their operation. You will also support the Technical Support Team, including TSE 1, 2 and other level 3 engineers on best practice, knowledge creation and escalations.
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 support global customers issues and as an experienced engineer, support the team and the global operation.
As a senior engineer you will have input into R&D, engineering, and product development, advocating for how our customers are using the VMware Suite and supporting our field teams on customer engagements and escalations.
Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days.
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 in the End User Compute team, you will be responsible for resolving customer technical issues, 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 and enjoys supporting colleagues.
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.
Strengthen your technical skills in the areas of Horizon, networking, storage, TCP/IP, Operating Systems Knowledge (Windows, Linux, UNIX) and, virtualization and cloud computing.
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.
Resolve complex queries while providing world class support to our customers. Including supporting TSEs with their challenges.
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.
As a Senior Technical Support Engineer, you will support the team, the operation, 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.
Where is this role located?
The role is considered flexible/Remote.
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
This job requisition is not eligible for employment-based immigration sponsorship by VMware.
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For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $75,000 - $168,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at https://benefits.vmware.com/. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.
This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2023-05-17
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.
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