Senior Technical Support Engineer (Emerging Products)
Engineers support over 250,000 companies running VMware products across three technology layers in over 100 different countries.
They support the entire suite of VMware products for global customers and partners, interfacing with them via the phone, email, and web.
They resolve customer technical issues through diligent research, reproduction, and troubleshooting utilizing a wide range of skills including virtualization administration, system administration, and software development.
Respond to customer inquiries, primarily via email and telephone
Resolve any customer technical issues through diligent research, reproduction, and troubleshooting
Provide guidelines and best practices on planned projects and activities
Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
Document all technical inquiries; develop and review content for knowledgebase
Provide training or assistance to junior staff
Participate in testing alpha and beta products, help customers adopt
Be an advocate for virtualization
Troubleshoot and engage with engineering on customer reported issues
Experience dealing with various global customers, maintaining and establishing a relationship with them
Capable of running status calls with the customers to keep them up to date with all relevant opened issues, and on-going projects
Able to handle escalations with demanding customers at a technical and management level
Experience in providing Windows / Unix / Linux technical support to enterprise customers.
Networking : In-depth understanding of L2 / L3 networking protocols including switching technologies, routing fundamentals, IP subnetting, routing, firewalling, load balancers, VPN and network design
Experience designing and / or supporting large enterprise deployments.
Hands-on experience with Linux / UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark)
Good practical working ability with Windows / Linux / UNIX utilities, including editors and command shells
B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
Exceptional written and verbal communication skills
Highly Preferred Skills
Hands-on experience with VMware ESX Server or VMware products
Ability to program and debug bash, perl and python scripts
Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet-based protocols
Previous exposure to Cloud Management Platforms such as OpenStack, CloudStack, vCAC including Networking enabled by software
Familiarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC
Hands-on and working with key technology solution / language / tools e.g. CloudStack, OpenStack, AWS, KVM, libvirt, Chef, Puppet, Python, CMS, DynamicOps, API, etc.
Category : Client Support
Subcategory : Product Support
Experience : Manager and Professional
Full Time / Part Time : Full Time
Posted Date : 2021-04-13