Job Details

If you are interested in a new challenge and want to work with the leader in virtualization and cloud computing, then VMware has the opportunity for you! Our teams are collaborative and supportive. Once you begin your journey with VMware, you will have the very best support from your teams, managers and throughout our VMware community.VMware will provide you with support from the outset, through coaching, training, and learning, allowing you to develop your career as you progress. VMware is willing to invest in you and wants you to achieve your goals as we help to guide you along. We understand that taking up an opportunity with VMware is an investment both in you now, and for the future – VMware will always be supportive to you in this new challenge.Take advantage of this exciting opportunity on the Emerging Product team where we work with cutting-edge VMware products. You will be part of a team that partners closely with various internal business units, sales teams and drives product maturity. If you possess an analytical mind, have a passion for problem-solving and the newest technologies excite you then we want you to join our team!VMware supports our customers' technical issues each day with new problems to solve. Our local technical teams collaborate to fix customers' issues. Our customers rely on us to help them ensure their VMware environments are stable and working as they should.Your key role will involve providing support to our customers using VMware's solutions. You will be tasked with and be involved in researching, reproduction, and troubleshooting to resolve our customers' issues.All our technical support engineering roles involve great coordination with your colleagues, monitoring our customer's specific requests, and providing solutions to help our customers.Essential Functions:Frontline Technical Support and Team Escalation Management and Ownership, primarily through standard business communication channels and the appropriate CRM system.Resolve any customer technical issues through diligent research, reproduction, and troubleshooting while showing exemplary case and customer account relationship management expertise.Service Level Ownership and Management including backlog and aging case management.Respond to customer inquiries, primarily through telephone and CRM system.Meet aggressive responsiveness and resolution targets.Provide guidelines and best practices on planned projects and activities and identify and drive process/business improvements.Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.Troubleshoot and engage with engineering on customer reported issues while creating a professional working relationship with the product developers, QA engineers & PMs.Document all technical inquiries; develop and review content for knowledge base.Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.Provide training or assistance to junior staff, Mentoring, Coaching, and Training of supporting team engineers.Participate in testing alpha and beta products and help with product adoption efforts.Be an advocate for virtualization and contribute to externally consumed content including VMworld Paper, Radio, and Tech Summit.Requirements:Experience dealing with global customers, establishing and maintaining relationships with them while keeping them up to date with all relevant open issues and on-going projectsAble to handle escalations with demanding customers at a technical and management levelExperience in providing Windows/Unix/Linux technical support to enterprise customersNetworking: In-depth understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting, routing, firewalling, load balancers, VPN and network designExperience designing and/or supporting large enterprise deploymentsHands-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 Windows/Linux/UNIX utilities, including editors and command shellsUnderstanding of IaaS/Cloud Infrastructure (e.g. vSphere, OpenStack, AWS)Familiarity with VMware Network Virtualization (NSX)Understanding of SSL certificates and SSL keys and using certificate tools like OpenSSL to validate and troubleshoot SSL related issuesB.S. in Computer Science, Electrical Engineering, Math, or equivalent work experienceExceptional written and verbal communication skillsAt least 3 - 5 years' work experience in a Technical Support domain. Experience in Virtualization & Cloud computing will be preferred.Highly Desired SkillsHands on experience with VMware ESX Server or VMware productsExperience with scripting languages like Python, Ruby, Bash, or PerlExperience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocolsPrevious exposure to Cloud Management Platforms such as OpenStack, CloudStack, vCAC including Networking enabled by softwareFamiliarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RACHands-on and working with key technology solution/language/tools e.g. CloudStack, OpenStack, AWS, KVM, libvirt, Chef, Puppet, Python, CMS, DynamicOps, API, etc.This job requisition is not eligible for employment-based immigration sponsored by VMware.This role is fully remote and can be done anywhere in the United States.The shift hours are Mountain Time.#GlobalSupport#LI-KS1FOR COLORADO BASED CANDIDATES:The hiring range for this position is typically $79,000.00- $107,000.00. Actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at mware.com/ . *Note: Disclosure of Colorado pay and benefits required per sb19-968.**Category :** Client Support**Subcategory:** Technical Support**Experience:** Manager and Professional**Full Time/ Part Time:** Full Time**Posted Date:** 2022-04-15VMware 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 mware.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.