Job Description

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. You will be working on the latest and top of the line technology suite, becoming an expert in the industry.
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 Senior Technical Support Engineer, you will be learning and expanding your skills around the VMware vSphere Core Networking and help our customers troubleshoot, understand, and overcome challenges in their operation. · We devise a specific training plan for each engineer to maximize their time and effort. Working with your peers, coaches, and online training programs to skill you up on the Global support processes and products and to understand how the technology works with our customers.

• As your skillset grows, you will work on additional product features and progress your skillsets, supporting the team with day-to-day queries and build cases to shape product development, based on how customers are using it.
• Resolve all Technical issues through diligent research, reproduction, and troubleshooting.
• Throughout this time, and your career at VMware, you will develop multiple skill sets through additional trainings, learning tools, research time and dedicated training days.

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 Senior Technical Support Engineer, you will be responsible for resolving complex customer technical issues and supporting the team and the support operation. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges. To be successful in this role, you require:

• 3+ years of work experience in Enterprise Technical Support
• Strong knowledge vSphere and vSphere networking
• Excellent communication, time management, and process adherence skills
• Experience in Virtualization & Cloud computing will be preferred
• Certifications (VCP, CCNA, CCNP, MCSE, RHCE, etc.)
• Advanced level understanding of at least one of the following technologies and Basic level understanding of a secondary technology

• Networking (Layer 2, Layer 3)
• Storage (FC, ISCI, etc.)

• Linux/Windows Server
• Work independently to resolve customer, TSE, and team issues, supporting the management team in overall development of the team.
• Encourage team collaboration, participation, and teamwork at all levels within the department.
• Drive communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management within the team.
• Able to create IN-DEPTH technical issue and resolution root cause analysis (RCA)
• 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.
• Weekend and public holiday coverage availability, based on business needs.

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 Gaathaa Sindhi – Technical Support Manager, GS, VCN Domain. She started her career as a frontline with roles in technical support, Sales, and eventually into Training and Coaching roles before venturing into people management. She has been in this role with VMware for over 3.5 years.
• Gaathaa’s management philosophy is Together Everyone Achieves More (TEAM). She looks for people who have keenness to learn, are aspirational and add to diverse culture of the Organization.
• The core team is made up of Level 1, 2 & 3 engineers who works closely with the team members.

Where is this role located? Fixed: this role is based out of VMware’s Kalyani Vista Office in Bangalore and open to candidates in the surrounding area. 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. Explore the VMware Benefits page for additional details. Please note, benefits change by country, please select your country from the drop-down menu in the top right corner. www.benefits.vmware.com
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-08-23
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.