Emerging Products Group
Senior Technical Support Engineer - VMware Tanzu Observability by Wavefront
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As a Senior Technical Support Engineer, you will be providing support to customers who are using VMware Tanzu Observability by Wavefront, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner.
To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills;
and be someone who embraces challenges.
Essential Functions :
Resolve customer’s issues via the telephone, email or Zoom / WebEx session
Reproducing issues in-house and responding back in a timely manner.
Regular follow ups with customers with recommendations, updates and action plans.
Escalate issues in a timely manner according to Standard Operating Procedures.
Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
Create new knowledgebase articles to capture new learning’s for reuse throughout the organization.
Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
Focus on an area of technical specialization and attend technical trainings
Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
Fluent written and verbal communication skills in English.
Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and or ambiguous situations.
At least 2 years Work experience in a Technical Support domain. Experience in Virtualization & Cloud computing will be preferred.
Intermediate to Advanced understanding of some of the following technologies :
Familiarity with query language structuring
Experience working with Observability tools and a general understanding why customers want to collect data, how data can be collected, and why charts, dashboards, and alerts are so helpful.
Cloud Management Knowledge : Candidates should have knowledge of why and how companies use cloud services like Amazon Web Services, Google Cloud Platform, and Azure
While not strictly necessary, a general knowledge of Kubernetes, containers, etc. would be helpful
A solid understanding of core technologies to aid in troubleshooting is necessary.
Networking, Storage, Linux
Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
Ability to follow standard engineering principles and practices.
Logical approach to problem solving.
Multiplatform Operating Systems Knowledge (Windows, Linux , UNIX)
Educational Qualification : Bachelor’s Degree or equivalent experience. CCNA / VCP / VCAP will be an added advantage.
SSTSTS P3 - Technical Support - Professional 3
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.
Category : Client Support
Subcategory : Technical Support
Experience : Manager and Professional
Full Time / Part Time : Full Time
Posted Date : 2021-02-25