The Elevator Pitch: Why will you enjoy this new opportunity?
NSX Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping VMware customers and committed to solving their most complicated issues in a timely fashion. As a Senior Technical Support Engineer, you are the trusted ally of our global customers and the expert they turn to for troubleshooting, diagnosis, and resolution. Our Technical Support Engineers are the -face- of VMware to IT professionals world-wide.
When you join VMware as a NSX Senior Technical Support Engineer, you will learn and support our latest technology, provides mentoring to new engineers, receive mentoring from Escalation Engineers and become eligible for performance bonuses. NSX TSE's who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.
Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing?
As a first-year NSX Senior TSE you will undergo a substantial skills development training program focused on learning our VMware NSX product, tools & processes. VMware NSX is the network virtualization and security platform that enables VMware's cloud networking solution with a software-defined approach to networking that extends across data centers, clouds, and application frameworks.
After an 8-week onboarding program that includes technical and soft-skills training, you will shadow and collaborate with fellow Senior TSEs to learn the skills and habits necessary to deliver unparalleled customer experiences. Within 12 weeks, you will begin engaging directly with VMware Global customers and partnering with them to resolve critical issues.
To be successful in this role, you must be a motivated self-starter and resourceful learner, have previous experience working as a network administrator or in a networking support role, possess strong customer interaction and problem-solving skills, has proven expert knowledge and experience with one or multiple networking areas, and is able to prioritize multiple requests and work assignments. Are you eager to learn about our latest technologies, work with the best team of support engineers and gain the network virtualization knowledge required to help VMware's customers? Do you possess expert level knowledge and experience with switching and routing protocols, network topologies, Linux OS, firewalls or other security products, load balancers, containers, or any other networking specialty? If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with VMware Global Support.
What type of work will you be doing? What assignments, requirements or skills will you be performing on a regular basis?
Our Technical Support Engineers are trusted advisors and experts that VMware customers seek out when they have a question or issue. The responsibilities for this role include:
. Engaging with VMware global customers via email, and/or virtual collaboration sessions.
. Troubleshooting with global customers and/or reproducing issues in a lab environment.
. Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.
. Partnering with internal stakeholders like engineering, field teams and other technical experts to drive resolution to critical situations
. Collaborating with experienced Senior engineers to troubleshoot complex environments, review logs and communicate detailed action plans.
. Researching issues via our internal knowledge base.
. Creating and updating knowledge base articles.
. Creating training material and coaching/mentoring new team members.
. Maintaining a positive customer experience in every interaction.
. Drive global escalations towards resolution and generates Root Cause Analysis reports
. Dealing with customers in English, Spanish and/or Portuguese languages within the NASA region.
. Completing various self-paced training programs designed to further enhance your skills.
What is the leadership for this role? What is the structure and culture of the team like?
You will also collaborate with teams from across the globe. Managers will provide guidance and coaching to help you achieve your maximum potential. We value fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways of delivering support. Our culture is one of possibility. Everyone is empowered to develop new ways to achieve success.
Where is this role located?
Remote: this role is fully remote and can be done anywhere in the United States
This job requisition is not eligible for employment-based immigration sponsorship by VMware.
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For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $75,000 - $168,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at https://benefits.vmware.com/. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.
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: 2023-06-22
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. What's 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 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.
