Technical Support Engineer- Professional null

Job Description

The Elevator Pitch: Why will you enjoy this new opportunity?

Are you passionate about learning and working with new VMware cloud technology and expanding your current technical expertise all while solving complex problems for key customers? Are you a natural collaborator that craves working with enthusiastic, creative, customer-focused teams that support the world's leading-edge software products spanning every imaginable industry across the entire globe?  

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.   

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

As a starting level 1 Technical Support Engineer on the VMware Cloud team, you will, you will complete an extensive and refined onboarding designed to enhance your knowledge of key VMware Cloud components and help our customers troubleshoot, understand, and overcome challenges in their operation.   

• When you join the team, the process begins with your success in mind.  Your education and training will be parament from day 1.  Your primary focus is completing the extensive VMware Cloud onboarding. 
• Once onboarding is achieved, you will collaborate with your peers to support global customer issues.  
• You be allowed to work with tenured engineers to expand your troubleshooting, research, and lab reproduction to resolve many complex issues.  
• As your skill set grows, you will work on additional product lines and progress your skillset on more technologies and, work with senior engineers to build cases to shape product development, based on how customers are utilizing the VMware Cloud service.    
• Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time, and training days.   As you expand your skillset your opportunities will expand at VMware. 

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing regularly?

As a Technical Support Engineer, you will be responsible for resolving VMware Cloud customer technical issues. Key strengths for this role include being exceptional with time management, excellent communication skills, being highly motivated, keen to learn, strong customer service and technical problem-solving skills, and 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.  
• Learn VMware Cloud fundamentals to resolve complex queries while providing world-class support to our customers.  
• Troubleshoot, research, and resolve issues, using labs, logs bundles, 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, ongoing development, and coaching, where you are empowered to develop and achieve success, surrounded, by and supported by a team of highly skilled engineers, and supported by a leadership team involved in and committed to your success.  

VMware knows the world is always moving forward. We move with it. We strive to not only make you an expert but keep you there. Continuous training, career development, and a focus on providing superior customer support make sure you are always growing and ready to exceed the customers' expectations for support delivery.

What is the leadership like for this role? What is the structure and culture of the team like?

The hiring manager for this role is Priya Kulgod, Manager, Support Specialist Team. Priya has been a part of this team from its inception and has handled customer queries/escalations. Her strengths are personalized people management skills, being a very good listener, having good problem and conflict management skills, and identifying strengths in every individual.

The vRops Chat team currently supports customers with vRealize suite products via chat channels. Once customers approach us via chat channel the product is verified (whether it’s a cloud version or not) and the issue is analyzed, assist the customers via the KB articles (if available) or create an SR based on the severity. This team works 24*5 (currently) and we value teamwork and co-working.

Where is this role located?

Flexible: This role is fully remote during the Pandemic and we will inform the candidate once they need to return to work keeping in mind the government guidelines.