Search JobsJob DescriptionWhy will you enjoy this new opportunity? Are you're looking to be a leader in a dynamic and growing environment? If so, this role is for you.In this role, you will be responsible for working 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 SD-WAN products. You will use your expert knowledge of networking protocols and networking products to establish root cause of customer issues. Customers may range from large enterprises to multinational telco service providers.Sometimes this may involve raising the issue internally and keeping open communication with partners about the progress. You will engage customers via email and phone and provide timely and accurate information. One key objective would be to provide immediate solution/workaround and guide customers until the issue can be resolved.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 Technical Support Engineer in VMWare SD-WAN, you will take your vast knowledge of Networking technologies and blend it with VMware SD-WAN to help our most elite customers troubleshoot, understand, and conquer their challenges. You will have in depth Networking and Security expertise that will put you into position to support and assist our customers, design, and implement best practices, knowledge base creation, VMWare SD-WAN 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 primary focus would be in completing the extensive VMware SD-WAN onboarding.Once onboarding is successfully completed, you will collaborate with your peers to support global customers issues. You will have the opportunity to work with tenured engineers to expand your troubleshooting, and technical skillset 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 product. 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 Technical Support Engineer, you will be responsible for resolving customer technical issues and supporting the team and 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.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. Utilizing your communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management. Leveraging your technical skill set to create knowledge articles for global circulation and use, based on the issues you have resolved. Work independently utilizing your skill set 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.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.The skills and abilities needed to be successful:Prior experience working in a Support/Technical Assistance Center (TAC) team (3+ years desired)Linux troubleshooting skills such as log reading and performance testing are highly 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 customer's issues and business impact.Ability to analyze network traffic and read a packet captureAbility 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 customersExperience with JSON, API, and MySQL are desirableIn addition to the above, excellent presentation and communications skills combined with a passion to work in a team environment are key attributes for this role.What is the leadership like for this role? What is the structure and culture of the team like?You will join the VMWare SDWAN/SASE Support team, which is spread globally. The team consists of highly competent engineers. The team culture is one based on building trust, ongoing development through coaching, and giving back to the community through service learning. We trust each other to get the job done right, which allows for a balance of work and life.Where is this role located? The location of this role is flexible near Cork, Ireland. Work will be done from an office some days during a week and otherwise from a non-VMware building anywhere within a two-hour commute of the VMware office in Cork, Ireland.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.Medical 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 supports parents raising children with learning or behaviour challenges, or developmental disabilitiesFinancial contributions to your ongoing development (conference participation, training, course work, etc.)Wellness reimbursement and online fitness and well-being classesVMware 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
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