Business Summary :
VMware is the leader in virtualization and cloud infrastructure solutions that enable our more than 350,000 enterprise and SMB customers to thrive in the Cloud Era / A pioneer in the use of virtualization and policy-driven automation technologies, VMware simplifies IT complexity across the entire data center to the virtual workplace, empowering customers with solutions in the software-defined data center to hybrid cloud computing and the mobile workspace.
Our team of 20,000+ people working in 50+ locations worldwide is committed to building a community where phenomenal people want to work long term by living our values of passion, innovation, execution, collaboration, active learning, and giving back.
If you are ready to accelerate, innovate and lead, join us as we challenge constraints and problem tackle for tomorrow today. Learn more at .
Are you ready to join this fast-growing team?
As a technical support engineer, you will be providing support to customers, using VMware products, 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 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 knowledge base articles to capture new learning’s for reuse throughout the organization
Participate in technical communications within the peers to share best practices and learn about new technologies
Focus on an area of technical specialization and attend technical training,
Read and work with other technical support engineers on cases which will help cultivate that expertise
Minimum Requirements :
3+ years of work experience in enterprise technical support
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
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
Logical approach to problem-solving & Strong Troubleshooting experience
Flexible to work weekends
Experience in Virtualization & Cloud computing will be preferred
Certifications (VCP, CCNA, CCNP, MCSE, RHCE, etc.)
Advanced level understanding of at least one of the following technologies and Basic level understanding of a secondary technology
Networking (Layer 2, Layer 3)
Storage (FC, ISCI, etc.)
Linux / Windows Server
This role is based out of VMware’s Costa Rica office and open to candidates in the surrounding area.
This job requisition is not eligible for employment-based immigration sponsored by VMware.
Category : Client Support
Subcategory : Technical Support
Experience : Manager and Professional
Full Time / Part Time : Full Time
Posted Date : 2021-04-22