Job Description

As a Senior Technical Support Engineer (TSE) you will be providing support to 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.

Responsibilities:

* Supporting our most strategic Premier Services customers
* Focus on day to day SR resolution and proactively drive progress
* Meeting aggressive responsiveness and resolution targets
* Expected to be a Subject Matter Expert (SME) in at least one VMware Product within 6-9 months of completing onboarding training
* Ability to deliver a consistent experience with high quality and effectiveness with minimal managerial oversight
* Leading on authoring Knowledge Base high value on knowledge sharing
* Participation in mentoring, new hire events, and delivering technical training
* Capable of researching newly discovered issues
* VMware troubleshooting review (log analysis/troubleshooting process)
* Foster an enhanced relationship with CPD, Core R&D;, and the Field Account teams
* Work closely with Account Managers to provide world class customer service to the client
* Provide formal root cause analysis on critical customer situations
* Proactive Service and Relationship Development
* Provide technical assistance with support planning, upgrade and maintenance
* Review customers change management process / documents for gaps against known best practices

Qualifications

* Recommended 5+ years of industry experience
* Strong customer advocacy and relationship building skills
* Strong technical writing skills
* Strong verbal communication, project management and problem solving skills
* Account management experience and/or customer engagement responsibility is desirable
* 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
* Foundation level knowledge in vSphere
* The TSE demonstrates an 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
* This job requisition is not eligible for employment-based immigration sponsored by VMware

This position is a non-exempt role starting at $35.10/hr - $73,000/year is based on 2080 hours worked (standard for a calendar year) 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.

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-03-26

Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. 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. Whats in it for you? 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 startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver

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 whats 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.