Technical Support Engineer

About the job

GS (Global Support) Technical Support Engineer level 1 - Generic Job Description.

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 starting level Technical Support Engineer in the End User Compute team, 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 support global customers issues, with the support of tenured engineers, through troubleshooting, research, and lab reproduction.
• As your 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 using the VMware Suite.
• 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 Technical Support Engineer in the End User Compute team, 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: networking, storage, TCP/IP, Operating Systems Knowledge (Windows, Linux, UNIX) and, virtualization and cloud computing.
• 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.

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.

Keep only the statement that applies and complete the missing sections. Delete the other two.

Fixed: this role is based out of VMware’s [x office] and open to candidates in the surrounding area.

Flexible: The location of this role is flexible within [country] or [state(s)]. Work will be done from an office some days during a week and other days from a non-VMware building.

Remote: this role is fully remote and can be done anywhere in [country] or [state(s)].

GS (Global Support) Technical Support Engineer Level 2 - Generic Job Description.

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 Level 2 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.

• 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, with the support of tenured engineers, through troubleshooting, research and lab reproduction.
• As your skill set grows, as a level 2 engineer, you will work on additional product lines and progress your skillset on more technologies, supporting the team with day-to-day queries and build cases to shape product development, based on how customers are using the VMware Suite.
• 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 Level 2 Technical Support Engineer in the End User Compute team, you will be responsible for resolving customer technical issues and supporting the newer members of the team. 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.
• Grow your technical skills in the areas of: networking, storage, TCP/IP, Operating Systems Knowledge (Windows, Linux, UNIX) and, virtualization and cloud computing.
• 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.

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.

Keep only the statement that applies and complete the missing sections. Delete the other two.

Fixed: this role is based out of VMware’s [x office] and open to candidates in the surrounding area.

Flexible: The location of this role is flexible within [country] or [state(s)]. Work will be done from an office some days during a week and other days from a non-VMware building.

Remote: this role is fully remote and can be done anywhere in [country] or [state(s)].

GS (Global Support) Senior Technical Support Engineer (Escalation Engineer) Generic Job Description

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, (Escalation Engineer), 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 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.

Keep only the statement that applies and complete the missing sections. Delete the other two.

Fixed: this role is based out of VMware’s [x office] and open to candidates in the surrounding area.

Flexible: The location of this role is flexible within [country] or [state(s)]. Work will be done from an office some days during a week and other days from a non-VMware building.

Remote: this role is fully remote and can be done anywhere in [country] or [state(s)].

Category : Client Support

Subcategory: Technical Support

Experience: Manager and Professional

Full Time/ Part Time: Full Time

Posted Date: 2023-03-06

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.