Cloud Services Technical Support Engineer

Main Location
Round Rock, TX, United States
Open jobs

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Job Description

Technical Support Engineer reporting to the US Technical Support Manager for VMware Cloud Services. This role drives proactive customer interactions resulting in a higher rate of product consumption.  

As such, this is a critical role in accelerating VMware’s growth in its SaaS business by enabling customers to rapidly and successfully adapt our advanced products and technology and realize business value. This role will require working with many teams with a high level of networking knowledge to Technical consulting and support. Technical On-boarding & product adoption, Product Development Feedback, Knowledge Creation, Global team collaboration.

  • Mastering case/time management utilizing the TSE2Work Service Delivery system.
  • Networking expertise understanding route based/policy-based VPNs, configuring firewall rules, AWS direct connect technologies.
  • HCX/NSX experience a plus
  • Provide world-class customer service throughout the entire lifecycle of customer adoption.
  • Work independently or as part of a team on engagements with customers, often in a technical. role to ensure customer retention and to drive customer value realization.
  • Stay on top of customer reported issues, regularly communicate with customers, sales account teams and Product Management and Engineering.
  • Be able to drive and increase visibility of escalated support issues for strategic accounts as needed.
  • Adoption of tools, technologies and services so as to bring in agility and automation.
  • Administration of VMware Cloud Infrastructure or another Cloud for example: AWS/Azure/Google, etc.
  • Extensive administration and support experience with all of Windows server operating systems, and workstation operating systems in large enterprise environments (thousands of systems).
  • Familiarity with various Hypervisors (vSphere, Hyper-V, Citrix XenServer, KVM, etc.).
  • Core understanding of Cloud concepts and technologies (vCloud Director, Amazon, OpenStack, etc.).
  • Familiarity with Cloud orchestration tools (Chef, Puppet, vCenter Orchestrator, etc.).
  • Scripting experience a plus (Javascript, PowerShell, VB, Bash, etc.).
  • OS Provisioning experience is also a plus (SCCM, WIM, KickStart, etc.).
  • Real passion for customer engagement; interpersonal and customer service skills are mandatory.
  • Ability to act in an effective and professional manner during moments of high stress.
  • Familiarity with a variety of enterprise management tools and software.
  • Work flexible schedules, which may include evenings, weekends or holidays

Professional Qualifications/Ideal Experience

  • Experience with modern software development methodologies.
  • Scripting experience a plus (Javascript, PowerShell, VB, Bash, etc.
  • Familiarity with Hypervisors (ESXi, Hyper-V, Xenserver, KVM, etc).
  • Linux/Unix administration basic skills.
  • Exceptional communication (written and verbal, internal and external) and presentation skills.
  • Quality, out-of–the box thinker that is open-minded, creative, intelligent, and self-confident.
  • Team player that works well in collaborative situations and start-up like environments.
  • A Bachelor’s Degree in Computer Science, Engineering, Mathematics, related field or equivalent experience
  • 4 – 10 years of relevant work experience. VCP, MCSE, MCDBA, and/or various UNIX certifications are a plus.

  • 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
Posted Date: 2020-05-15



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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