Senior Technical Support Engineer - Secure Access Service Edge (SASE) - Opportunity for Working Remotely
Heredia, CR
hace 2 días

Job Description

The Elevator Pitch : Why will you enjoy this new opportunity?

Are you passionate about learning and working with new VMware Cloud Networking technology and expanding your current technical expertise all while solving complex problems for key customers?

Are you a natural collaborator that craves working with enthusiastic, creative, customer focused teams that support the world's leading edge software products spanning every imaginable industry across the entire globe?

Our Global Support organization supports over , companies in + 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- months you will work toward completing?

As a Senior Technical Support Engineer for the SASE TEAM (Secure Access Service Edge) you will take your vast knowledge of VMware Cloud Security and blend it with VMware Cloud Networking security technologies and help our most elite customers troubleshoot, understand, and conquer their Cloud challenges.

You have in depth Cloud, Networking and Security expertise that will put you into position to support and mentor our Level 1 & 2 Technical Support Engineers, design and implement best practices, knowledge base creation, VMware SASE training and technical escalations.

  • When you join the team, the process begins with your success in mind. Your experience and training are meant to enhance your current knowledge.
  • Your success will be parament from day 1. Your primary focus is completing the extensive VMware SASE onboarding.

  • Once onboarding is achieved, you will collaborate with your peers to support global customers issues. You be given an opportunity to work with tenured engineers to expand your troubleshooting, research, and lab reproduction to resolve many complex issues.
  • As your Senior Technical Support Engineer skill set grows, you will work on additional product lines and progress your skillset on more technologies and, working with senior engineers build cases to shape product development, based on how customers are utilizing the VMware Cloud service.
  • Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days.
  • As you expand your skill set your opportunities will expand at VMware.

  • VMware knows the world is always moving forward. We move with it. We strive to not only make you an expert but keep you there.
  • Continuous training, career development, and a focus on providing superior customer support makes sure you are always growing and ready to exceed the customers' expectations for support delivery.

    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 customer technical issues and supporting the team and the support operation.

    Key strengths for this role would be motivation, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.

    To be successful in this role, you will :

  • Work closely with other support engineers, sales engineers, and customers to understand customer network configurations and problems that they may be facing or simply answering technical inquiries about VMware SASE products.
  • You will use your expert knowledge of Linux, APIs and MYSQL to establish root cause of customer issues.
  • Utilize your communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue, and Customer management.
  • Work independently utilizing your skillset and knowledge to resolve complex queries while providing world-class support to our customers.
  • Troubleshoot, research, and resolve issues, using labs, logs bundles, and knowledge base, peer-to-peer collaboration, and other tools you will learn in this role.
  • Leverage your Cloud skillset to create knowledge articles for global circulation and use, based on the issues you have resolved.
  • Work in an environment of trust, ongoing development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers, and supported by a leadership team involved in and committed to your success.
  • Provide high quality Live Answer technical support.
  • Drive customer satisfaction by expediting the resolution of all service issues by conducting log analysis, reproduction work and engaging external and internal resources as required.
  • Proactively escalate customer issues and work with Sales, CPD, PM to assign appropriate priority.
  • What skills, abilities and experience will you need? :

  • 5 or more years relevant experience in a customer-facing, Technical Support Engineer or similar role.
  • Fluent in reading, writing and speaking English
  • CCNP R&S or equivalent preferred
  • Prior experience working in a Support / Technical Assistance Center (TAC) team
  • Linux troubleshooting skills such as log reading and performance testing high desired
  • Hands on Experience in TCP / IP stack, QoS, L4-L7 proxy devices, HTTP, VoIP or applications like WAN optimization devices, server load balancers and / or caching devices preferred
  • Expertise in understanding different network topologies and configurations
  • Expertise in dynamic routing protocols such as BGP & OSPF
  • Debug / troubleshoot the customer’s environment, collect additional information about the problem and resolve network performance issues
  • Quickly assess and understand customers issues and business impact
  • Ability to analyze network traffic and read a packet capture
  • Ability to reproduce customer reported issues in the lab environment, work with development and QA to verify and fixes before they are rolled out to our customers
  • Experience with JSON, API, and MySQL are desirable
  • In addition to the above, excellent presentation and communications skills combined with the passion to work in a team environment are key attributes for this role.
  • Where can I learn more about the product group I would support?

  • Learn More about VMware and our SASE Products / Team!
  • The secure access service edge () platform that converges cloud networking and cloud security service to deliver flexibility, agility, and scale for enterprises of all sizes.
  • Cloud First, Intrinsic Security, Application Quality Assurance and Operational Simplicity and ROI!

  • Get Hands-on with our SASE products!
  • Where is this role located?

  • This is a semi-remote 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!

    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.
  • Visit our Global Support Careers Page :


    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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