Search JobsJob DescriptionOur CompanyVMware is a global leader in cloud infrastructure and business mobility. Built on VMware's industry-leading virtualization technology, our solutions deliver a brave new model of IT that is fluid, instant and more secure. Customers can innovate faster by rapidly developing, automatically delivering and more safely consuming any application. With Fiscal 2018 revenues of $7.92 billion, VMware has more than 500,000 customers and 75,000 partners. The company is headquartered in Silicon Valley with offices throughout the world and can be found online at www.vmware.com.Technical Support Engineer, VCOWhat's in it for you?The entire VMware team has created a unique business environment -- one of energy, creativity, and collaborationThe atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startupWe are guided in our efforts by a strong set of corporate values:Excellence and innovationStraightforwardness and open communicationsA sense of fun and an appreciation of a balanced lifeDelivery on our promises to our partners, our customers, and ourselvesA passion for what we do and the value we deliverResponsibilities: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.Provide high quality Live Answer technical support.Complete KB articles for resolved issues.Retain ownership of customer issue from creation to closureDrive customer issues to completion without the use of log files or remote access software.Handle Escalations from other support engineersRequirements:Prior experience working in a Support/Technical Assistance Center (TAC) teamLinux and shell scripting skills such as log reading and performance testing high desired.Networking knowledge preferred (HTTP, TCP, IP, subnetting)Experience supporting a cloud serviceGeneral familiarity with concepts like multi-tenancy, password management, common access issues that customers might have with a cloud serviceExperience with REST apis, swagger and JSONExperience using / building REST clients (curl, postman, python)Good understanding of MySQLExperience debugging web applications using browser developer tools (e.g. console, network request log, debugger, etc.);Familiarity with Javascript a plus.Debug / troubleshoot the customer's environment, collect additional information about the problem and resolve network performance issuesQuickly assess and understand customers issues and business impactAbility 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 customersEqual Employment Opportunity StatementVMware is an Equal Opportunity Employer committed to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, HIV status, family medical history or genetic information, family or parental status including pregnancy, 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 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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