Senior Technical Support Engineer

Search JobsJob DescriptionThe Elevator Pitch: Why will you enjoy this new opportunity?NSX Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping VMware customers and committed to solving their most complicated issues in a timely fashion. As a Senior Technical Support Engineer, you are the trusted ally of our global customers and the expert they turn to for troubleshooting, diagnosis, and resolution. Our Technical Support Engineers are the “face” of VMware to IT professionals world-wide.When you join VMware as a NSX Senior Technical Support Engineer, you will learn and support our latest technology, provides mentoring to new engineers, receive mentoring from Escalation Engineers and become eligible for performance bonuses. NSX TSE’s who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing?As a first-year NSX Senior TSE you will undergo a substantial skills development training program focused on learning our VMware NSX product, tools & processes. VMware NSX is the network virtualization and security platform that enables VMware’s cloud networking solution with a software-defined approach to networking that extends across data centers, clouds, and application frameworks.After an 8-week onboarding program that includes technical and soft-skills training, you will shadow and collaborate with fellow Senior TSEs to learn the skills and habits necessary to deliver unparalleled customer experiences. Within 12 weeks, you will begin engaging directly with VMware Global customers and partnering with them to resolve critical issues.To be successful in this role, you must be a motivated self-starter and resourceful learner, have previous experience working as a network administrator or in a networking support role, possess strong customer interaction and problem-solving skills, has proven expert knowledge and experience with one or multiple networking areas, and is able to prioritize multiple requests and work assignments. Are you eager to learn about our latest technologies, work with the best team of support engineers and gain the network virtualization knowledge required to help VMware’s customers? Do you possess expert level knowledge and experience with switching and routing protocols, network topologies, Linux OS, firewalls or other security products, load balancers, containers, or any other networking specialty? If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with VMware Global Support.What type of work will you be doing? What assignments, requirements or skills will you be performing on a regular basis?Our Technical Support Engineers are trusted advisors and experts that VMware customers seek out when they have a question or issue. The responsibilities for this role include:· Engaging with VMware global customers via email, and/or virtual collaboration sessions.· Troubleshooting with global customers and/or reproducing issues in a lab environment.· Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.· Partnering with internal stakeholders like engineering, field teams and other technical experts to drive resolution to critical situations· Collaborating with experienced Senior engineers to troubleshoot complex environments, review logs and communicate detailed action plans.· Researching issues via our internal knowledge base.· Creating and updating knowledge base articles.· Creating training material and coaching/mentoring new team members.· Maintaining a positive customer experience in every interaction.· Drive global escalations towards resolution and generates Root Cause Analysis reports· Dealing with customers in English, Spanish and/or Portuguese languages within the NASA region.· Completing various self-paced training programs designed to further enhance your skills.What is the leadership for this role? What is the structure and culture of the team like?You will also collaborate with teams from across the globe. Managers will provide guidance and coaching to help you achieve your maximum potential. We value fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways of delivering support. Our culture is one of possibility. Everyone is empowered to develop new ways to achieve success.Where is this role located? Remote: this role is fully remote and can be done anywhere in the United StatesWhat 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. You can view the complete benefits package by visiting: www.benefits.vmware.com· Employee Stock Purchase Plan and 401(k) matching program· Medical Coverage, Retirement, and Parental Leave Plans for All Family Types· Generous Time Off Programs· 40 hours of paid time to volunteer in your community· Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities· Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)· Wellness reimbursement and online fitness & well-being classesThis job requisition is not eligible for employment-based immigration sponsorship by VMware.#LI-KS1#GlobalSupportGlobal Support (vmware.com)For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $75,000 - $168,000. 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