Senior Technical Support Engineer - Hyperscaler CCoE - Opportunity for Working Remotely

Company: VMware
Location: Miami
Posted on: May 16, 2022

Job Description:

**Opportunity for Working Remotely**GSS OverviewThe VMware Global Support Services (GSS) team supports over 250,000 companies running VMware servers in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the "best of the best" supporting business-critical applications in a virtual infrastructure.What's in it for you?VMware brings together a phenomenal group of people. This includes a world-class development organization with unparalleled expertise in the system software space. The entire VMware team has created a unique business environment - one of energy, creativity, and collaboration. The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial start up.Engineers support over 250,000 companies running VMware servers in over 100 different countries. They support the entire suite of VMware products for global customers and partners, interfacing with them via the phone, email, and web. They resolve customer technical issues through diligent research, reproduction and troubleshooting by utilizing system administration, networking and storage skills. Managers of Technical Support are responsible for managing highly skilled technical support teams. They work closely with the Senior Management team, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.Looking to expand your product support skills into the solutions support space? Join VMware's Collaboration Center of Excellence! This team is accountable for supporting some of our critical solutions for both end customers and partners; a global, multi-skilled team paving the way for how we evolve the support business in the solutions space. Up for the challenge? Read on for the details._As a Technical Support Engineer, you will provide heightened support some of our most strategic partners and end customers leveraging our solutions. You'll need to be savvy at isolating, diagnosing, reproducing and fixing complex technical issues that could span multiple product components.__To be successful in this role, being a motivated self-starter is a must! Strong customer focused skills and a customer focused approach should guide everything you do as you solve complex technical challenges._Responsibilities - Respond to customer inquiries, primarily by telephone and e-mail - Work flexible schedules, which may include evenings, weekends or holidays - 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 - Document all technical inquiries, develop and review content for knowledgebase - Help test alpha and beta productsRequirementsAble to work a 10a-7p MT time shiftExperience with Advance PC Hardware Setup - Good understanding of Server PC Architecture. - Strong networking knowledge, including experience with OpenStack. - Experience resolving system crashes and hardware related issues. - Experience with trouble-shooting hardware related issues. - Excellent knowledge of Operating Systems including (Windows, Linux, Unix Solaris or FreeBSD, Novell Netware) - Experience in providing Linux/UNIX and Windows technical support to customers. - Experience Troubleshooting 3rd party application integration. - Experience Performance troubleshooting. - Minimum of 2-3 years experience in software and hardware combined - Working knowledge of Microsoft, plus x86 platforms, devices, and networking - Basic understanding of TCP/IP networking stack - Experience in an enterprise LAN/WAN environment - Experience with Windows and Linux Networking - Experience with administering 802.1q - Experience trouble-shooting Firewall technology (Pix, CheckPoint) - Ability to look at and analyze network traces. (ethereal, wireshark, tcpdump) - Experience working within an Enterprise IT Support environment. - Excellent interpersonal skills - Case/Customer Management skills- Weekend coverage or oncall may be required - B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experienceHighly Preferred Skills - Experience in System Operations or Infrastructure support teams - Experience with ESX Server and/or Virtual Center and/or other VMware products - Experience with VCloud Director and VRealize Suite Preferred - Experience with Cisco or Network hardware manufactured products - Experience with Server Hardware (Dell, VxRail, HP, IBM, etc) - Experience with switch and routing protocols (CCNA) - Experience with scripting and programming (C, C++, Perl, Python and Intel Assembly) - Basic understanding of TCP/IP networking stack - Experience in an enterprise LAN/WAN environment - Experience with Windows and Linux Networking - Ability to look at and analyze network traces. (ethereal, wireshark, tcpdump) - Background in System Administration\#globalsupportFOR COLORADO BASED CANDIDATES:The hiring range for this position is typically $73,000.00- $98,000.00. 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 https://benefits.vmware.com/ . *Note: Disclosure of Colorado pay and benefits required per sb19-968.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:** 2022-04-11VMware 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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