Job Description

Why will you enjoy this new opportunity You have a Windows endpoint development background but what you really love is working with customers and internal stakeholders to solve challenging technical product issues. One of the first things you do with a new laptop is download the Sysinternals Suite and you have a dog-eared copy of Windows Internals on your bookshelf. You enjoy working closely with feature development teams to fix defects and share feedback on how to improve user experience. You are looking for an opportunity to work for a company whose software is utilized by every Fortune 500 company and significantly impacts every industry. You want to be a part of a collaborative environment whose teams care about the product they are creating, how they create it, and the impact it has on customers\' business objectives. We are hiring an energetic engineer to join our Accelerated Customer Engineering (ACE) team to support our Application Control product. VMware Carbon Black Application Control is an application allow-listing solution that is designed to enable security operations teams to lock down new and legacy systems against unwanted change, simplify the compliance process, and provide protection to corporate systems. It is one of the most proven and scalable application control solutions on the market. As a member of the ACE team, you will review forensic data including product & system logs, debug large bodies of code, report and fix defects and design workarounds to ensure our customers\' continued success. You\'ll work closely with developers, product management, professional services, and support to shorten the time-to-resolution of customer-reported product issues. Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing Within 30 days of employment, you will have completed onboarding tasks and become competent with VMware\'s Security rules, guidelines, and standard operations. Within 90 days, you will be shadowing ACE engineers on investigations including joining in on customer calls. You will have completed all the relevant Carbon Black product training. Within 180 days your product knowledge is such that you will be equipped to work on your own escalations. You will help drive quality initiatives within the development teams. Within 360 days, along with the above, you are able to act as the lead technical resource on a team that may include support, development and customer success to bring troubled customers back to health. You will assist in creating tooling and process improvements to speed the resolution of engineering assist tickets. What type of work will you be doing What assignments, requirements, or skills will you be performing on a regular basis What You\'ll Do Troubleshoot and perform a root cause analysis of customer-reported product issues including: examining product logs, system logs, memory dumps (both user and kernel) and other system debug information Communicate clearly and effectively with internal stakeholders as well as customers to drive the resolution of technical issues Be proactive, self-motivated and attentive to detail when solving highly complex level of escalated problems Once sufficiently knowledgeable about the code base, fix product defects Work well under pressure in a highly kinetic environment What You\'ll Bring Experience analyzing crash dumps (windbg) Experience with Windows troubleshooting tools like those from Sysinternals Experience analyzing network traces Experience developing or supporting an enterprise class application, addressing product issues and driving corrective actions Strong knowledge of C/C++ and Object Oriented Design Patterns Experience supporting highly scalable multithreaded systems Familiarity with kernel level programming Experience with code management and bug tracking tools (SVN, Git, Jira) Experience with scripting languages like PowerShell and Python Experience with Windows performance tools (WPR/WPA) to diagnose performance issues What is the leadership like for this role What is the structure and culture of the team like This role reports to the R&D Engineering Manager and involves high collaboration with a global team of ACE engineers spread across U.S. and India. The U.S. team is based on the East Coast while the Indian team is in Pune. They have different strengths but one thing in common, they love figuring out tough, complicated problems and working with other teams to improve customer experience. Where is this role located Remote: This role is fully remote allowing you the flexibility to work from the location you feel most productive and comfortable. You may be required to travel to our offices once in a while to meet with the team, attend events, etc. 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 . 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 Financial contributions to your ongoing development (conference participation, trainings, course work, etc.) Wellness reimbursement and online fitness and wellbeing classes 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.

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