Technical Support Engineer II - LATAM Support
Heredia, CR
hace 6 días

Job Description

Why will you enjoy this new opportunity?

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 Technical Support Engineer, you are the trusted ally of our 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 Technical Support Engineer, you will learn and support our latest technology, receive mentoring from Senior Engineers and become eligible for performance bonuses.

TSE’s who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.

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 but not limited to :

Engage with VMware customers via chat, email, and phone

Troubleshoot with customers and / or reproduce issues in a lab environment

Consistently document your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it

Partner with internal stakeholders like engineering, field teams and other technical experts.

Collaborate with experienced engineers to troubleshoot complex environments, review logs and communicate detailed action plans

Research issues via our internal knowledge base

Maintain a positive customer experience in every interaction.

Deal with customers in English, Spanish and / or Portuguese languages within the LATAM region.

Create and update knowledge base articles, as directed

Complete various training programs designed to further enhance your skills.

What are the performance outcomes over the first 3 months you will work toward completing?

As a first-year TSE with VMware you will undergo a substantial skills development training program focused on learning our core products, tools & processes.

After an 8-week onboarding program that includes technical and soft-skills training, you will shadow and collaborate with fellow TSEs to learn the skills and habits necessary to deliver unparalleled customer experiences.

Within weeks, you will begin engaging directly with VMware customers and partnering with them to resolve issues.

What skills, abilities and experience will make you successful in this role?

Minimum of 2-3 years of experience in software support

Fluent written and verbal communication skills in English

Experience with troubleshooting network connectivity

Experience with firewalls and security related issues

Experience with Storage Arrays or Appliances

Experience with database related technology and administration (SQL Server, Oracle, DB2, etc.)

Experience in Microsoft Active Directory

Experience in providing Windows and some Linux / UNIX technical support to customers - Experience in Performance troubleshooting

Experience with Kerberos and Single Sign-On

Experience with Servers (Dell, HP, IBM, etc.)

Experience with VMware Workstation and / or GSX Server

Preferred Qualifications

Trilingual (Spanish, Portuguese, English) preferred

Experience in Virtualization & Cloud computing

Certifications (VCP, vCAP, RHCE, etc.)

VMware Support / Deploy experience

Daily use and experience with Linux / Windows Server

Understanding of Database Systems

Working experience working Case management utilizing SalesForce

What is the leadership for this role? What is the structure and culture of the team like?

This position reports to a Technical Support Manager based in our Costa Rica office led by Douglas A. and Jose A. who oversee the LATAM Team.

You will also collaborate with teams from across the globe. Jose and Douglas, as leaders, 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 can I learn more about the product group I would support

The LATAM Support team is our premier team supporting our LATAM customers!

Get hands on with the product in a virtual lab!

Is this an On-Site, Remote, or a Hybrid role and what is the work schedule?

This is a Hybrid position in which you will need to work at our Heredia offices some days and others remotely from home.

Our amazing offices are located in the America Free Zone and offers parking, cafeteria, fitness center, game room and more!

The work schedule for this role is standard Monday Friday 8am-5pm Costa Rican Time. The opportunity for overtime is available.

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 Costa Rican Benefits page for additional details.


Category : Client Support

Subcategory : Technical Support

Experience : Manager and Professional

Full Time / Part Time : Full Time

Posted Date : 2

Global Services : The VMware Global Support Services (GSS) team supports over , companies running VMware in over 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 : / /

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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