Technical Support Engineer -Federal Support

Search JobsJob DescriptionWhy will you enjoy this new opportunity?Working as an engineer in on the VMware Federal Government Support Team means you will be working exclusively with the US Government’s most recognizable Agencies and as well as the DOD. Government Agencies span across many business segments including Health Organizations that so Government research to save lives, SLED (State Orgs, Local Govt., and Educational Institutions).  You will make a difference with each issue you resolve!  Enjoy a flexible work location and immense satisfaction from solving complex technical issues for Agencies that keep our Country safe. Your work will be challenging, meaningful and create amazing opportunities to grow.As you join VMware, you will help grow a company that makes meaningful and significant technology solutions and is committed to being a "force for good" in technology. Our mission is to become the trusted foundation for accelerating innovation in an unpredictable world. VMware software is essential for making the applications and devices your family and friends use every day a reality. Which means your work is essential for transforming everywhere.Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?As a Federal Technical Support Engineer, you will be supporting complex products which range from vSphere, to NSXT or vCF.  It is exciting to have the opportunity to learn so much and become a VMware expert at such a great company!In the first three (3) months successful candidates will demonstrate the hunger, dedication, and aptitude to marry existing skills/strengths with focused VMware product training.Within six (6) months individuals will be fully engaged and successful in taking, managing, and resolving a moderate caseload of service requests (SRs).Successful engineers will be capable of operating independently, inside of a highly collaborative team, for all severities in six to nine (6-9) months.From month nine (9) to twelve (12), success is measured by how effectively you resolve a high volume of complex service requests (SRs) in a manner that leads to customers who advocate for the VMware brand.After twelve (12) months you will be doing the above as well as mentoring new Technical Support Engineers (TSEs), leaning into more complex and escalated situations (as directed by managers), creating content for knowledge repositories, and volunteering for more advanced opportunities like technical presentations (e.g. VMworld, Radio, Technical Summits, etc.).Growth potential from this role can vary from individual to individual but some potential opportunities include TSE4, Escalation Engineer, Technical Support Manager, Dev Ops, Technical Account Manager, Professional Services Organization, Solution Engineer, Support Services Manager, etc.The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?Technical Support Engineers will have the opportunity to receive, manage and resolve top customer service requests. Service requests are generated by customer demand within the VMware Customer Connect Portal. Engineers receive daily service request (SR) assignments from an auto assigner, global exchange processes, colleagues, or managers/leadership.This is a very inclusive and collaborative environment to provide support with a high level of customer service to VMware customers and field personnel. In addition, you will manage, research, and resolve issues relating to VMware products as well as VMware Solutions. Successful management and resolution of service requests include consistent, thoughtful, and well-communicated engagement throughout the lifecycle of a customer's request. That includes timely initial engagement (per VMware targets), precise scoping, clear and effective action plans, and regular customer updates that are documented in each service request (SR).You will also help create and manage knowledge base content including problem solutions, best practices, and informational articles that will help grow the success of our entire team. Additionally, once you have built a solid foundation and understanding of your role, you will have the opportunity to provide mentorship to junior Technical Support Engineers.Additional skills required for role:·       Extensive administration and support experience with all of Windows server operating systems, and workstation operating systems in large enterprise environments (thousands of systems).·       Experience with basic SQL and Postgres database management and querying for troubleshooting purposes.·       Familiarity with various Hypervisors (vSphere, Hyper-V, Citrix XenServer, KVM, etc.).·       Familiarity with Cloud concepts and technologies (vCloud Director, Amazon, OpenStack, etc.).·       Familiarity with Cloud orchestration tools a plus (Chef, Puppet, vCenter Orchestrator, etc.).·       Scripting experience a plus (Javascript, PowerShell, VB, Bash, etc.).·       OS Provisioning experience a plus (SCCM, WIM, KickStart, etc.).·       Excellent communication (both oral and written), interpersonal, and customer service skills are a must.·       Ability to act in an effective and professional manner during moments of high stress.·       Familiarity with a variety of enterprise management tools and software.·       Strong commitment to setting goals and achieving results.Additional preferred skills for the role:·       Familiarity with Python·       Familiarity with SaltStack·       Experience working with or troubleshooting VMware products (NSX, vCF, VMC on AWS, or vRealize Suite, Cloud Products, or EUC Suite, are a plus)What is the leadership like for this role? What is the structure and culture of the team like?The leadership team believes we are people before we are employees. Healthy, passionate, and empowered people drive the outcomes successful organizations are built upon. We prefer clear objectives, enablement, and accountability over micromanagement. We work hard, we care deeply about our teammates and customers, we stay nimble, creative, and do our best to remain light-hearted and have fun. We are proud of the VMware brand but at the end of the day, we understand that work is not everything.When you're working for a company that shares your values, it's easier to enjoy what you do. At VMware we unite under a core set of EPIC2 Values: Execution, Passion, Integrity, Customer, and Community. Our guiding principle is "innovate in everything". Each day you will be challenged to bring curiosity, diversity, and an eagerness to collaborate toward bold ideas across all aspects of our business. We do it with a spirit of inclusion and trust acting as 'One VMware' to help our customers win.This position will perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil, and therefore any offer will be contingent upon verification of both of these requirements.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. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.Employee Stock Purchase PlanMedical Coverage, Retirement, and Parental Leave Plans for All Family TypesGenerous Time Off Programs40 hours of paid time to volunteer in your communityRethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilitiesFinancial contributions to your ongoing development (conference participation, trainings, course work, etc.)Wellness reimbursement and online fitness and wellbeing classesThis job requisition is not eligible for employment-based immigration sponsorship by VMware.For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $61,000 - $138,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at https://benefits.vmware.com/. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.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. ​Search Jobs