The Elevator Pitch: Why will you enjoy this new opportunity?
Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. As Manager of the Hyperscaler CCoE support organization, you will have the responsibility of managing and leading a highly skilled technical support team. Driving adoption of our virtualization and cloud offering. Your team will be responsible for the success of VMware's most strategic customers and partners, requiring the development of strong and lasting working relationships.
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. You will be in the forefront of the work from anywhere transformation helping our customers shift their workforce to remote and hybrid, which has only been accelerated by the worldwide pandemic.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
As Technical Support Manager of Global Support, you will have the opportunity to work with the existing management team in the design and implementation of the mission, strategy, and tactics of our leading-edge technical support organization. The position demands excellent communication and relationship skills with staff, customers, Partners and stakeholders at all levels including engineering, sales, and product marketing teams to ensure that VMware is delivering overall superior service and support to our customers. You will also be responsible for several ongoing programs/projects and initiatives within the greater organization. A large component of the position will require a focus on making VMware a great place to work.
First steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, and the workings of our support operations.
Once achieved, you will support build relationships with staff, customers, Partners, and stakeholders at all levels including engineering, sales, and product marketing teams.
When you have good working knowledge of the processes, people, and product, you will be responsible for several ongoing programs/projects and initiatives within the greater organization. An ability to innovate, adapt and execute in a dynamic environment with clear leadership skills.
The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
As a Technical Support Manager in the Global Support team, you will work closely with our Support Leadership team including other Managers of Technical Support, Sr. Managers of Technical Support, and Directors of Global Support, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our cloud customers.
In this role you will:
Accountable for all aspects of VMware's engagement with our customers and key internal stakeholders, primarily focused on virtualization, both on-prem and cloud in the Global Support team.
Develop successful and sustainable long term business relationships with customers and actively manage all level relationships with clients and partners.
General management and motivation of a number of VMware's existing technical support teams, including hiring, management, and professional development of support engineering staff.
Provide strategic direction and input into the creation and management of our support model including thru our partnerships with 3rd party suppliers.
Innovate, Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony.
Work with VMware's engineering team and other cross functional teams to implement formal feedback mechanisms for incidents, causes, and resolutions where required.
Work in an environment of trust, on-going development, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.
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 Tyrone Velasquez, Senior Technical Support Manager. Tyrone's expertise has been built from the frontlines with roles in technical support, project consultant, service delivery and most recently in virtualization and cloud management.
Tyrone's management philosophy is about encouraging everyone on the team to be independent thinkers and providing a fun work atmosphere, that also encourages learning and growth. Tyrone looks for people who can think out-of-the-box and then execute a good idea.
The core team is made up of senior engineers in close partnership with IT engineers both internally and externally. The team covers 7 days per week, from 10 am - 7 pm.
Where is this role located?
This team has been historically based out of VMware's Broomfield, Colorado office however this role is open to fully remote and can be done anywhere in North America. If you live in the surrounding area, you will have the option to work from the office, partly or fully if you wish to do so.
#LI-JJ2 #GlobalSupport Colorado exempt statement
The hiring range for this position is typically: $88,000- 158,000. Actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible 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.
What are the benefits and perks of working at VMware?
You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com .
Employee Stock Purchase Plan
Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
Generous Time Off Programs
40 hours of paid time to volunteer in your community
Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
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: 2022-10-18
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.
