Sr. Technical Support Engineer (Emerging Products)

Main Location
Round Rock, TX, United States
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Senior Technical Support Engineer (Emerging Products)

As a Senior Technical Support Engineer (SMEs) you will be providing support for our Blockchain business unit and its most strategic customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills and be someone who embraces challenges.


  • Foster an enhanced relationship with the Blockchain SRE, Cloud Services Platform (CSP) and Field Account/Support teams
  • Frontline Tech 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
  • 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 & PM’s
  • Document all technical inquiries; develop and review content for knowledgebase
  • 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
  • Work closely with Onsite Account Managers to provide world class customer service to the client
  • Support and drive (as needed) regular case review meetings that identify corrective action customer issues, trends and opportunities
  • Expected to be a Subject Matter Expert (SME) within 6-12 months of completing onboarding training

Required Skills:

  • Recommended 5+ years hands-on experience with virtual datacenters using vCenter and ESXi (VCAP or better)
  • In-depth understanding of L2/L3 networking protocols including switching technologies, routing protocols, subnetting, DNS, ARP, DHCP, VLANs, Firewalls, VPNs, Tunneling Protocols, Load Balancers, Forward / Reverse Proxies, L7 Security Appliances, SSL/TLS Debugging & Certificate Management
  • Proficient in Linux operating system and iss administration (5+ Years, multiple distributions)
  • Experience with PostgreSQL and Rocks databases
  • Experience with Jira, Jenkins, or Git
  • Experience working with business tools such as Slack, Azendoo, Hipchat, and/or Salesforce
  • Direct customer-facing Technical Support experience with various global customers/partners,
  • Able to handle escalations with demanding customers at a technical and management level
  • Must be highly self-motivated and customer-centric
  • Strong technical writing, verbal communication, project management and problem solving skills
  • The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources
  • Ability to research problems and document their solutions
  • Demonstrated ability to manage time efficiently, balancing competing priorities
  • Must be able to travel (domestic & international)
  • Available for on-call, after-hour rotations, or holidays with prior notice
  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
  • This job opportunity is not eligible for employment-based immigration sponsorship by VMware

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Work From Home: No
Posted Date: 2020-02-21

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

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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