VMware Looking for Backline Technical Support Engineer L2 Bangalore, Karnataka at Bengaluru, Karnataka Full Time

We are looking for a Technical Support Engineer for the EMEA region, who is hard-working and committed to customer success. The Technical Support Engineer (TSE) should be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa.

Why will you enjoy this new opportunity?

This is an excellent opportunity to join a dynamic and fun Technical Support team. You will have significant career growth and opportunity with a company that has grown 100% year over year for the past three years!

This is also a great opportunity for someone with a background supporting commercial software that has a passion for diving into complex technical issues and has an interest in building their Security expertise!

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?

The TSE is part of a team that is the contact for customers experiencing issues with installation, configuration, operation, and management VMware Carbon Black solutions. They are, in many ways, the post-sale “face of VMware Carbon Black” and must be passionate about helping our customers solve problems.

The TSE will field queries via phone, email, and web portal of the CRM solution. Queries will range in complexity from “how to” questions through involved debugging and forensic efforts when tracking down operational anomalies. The ability to visualize problems remotely is key to being successful in this role along with excellent analytic and troubleshooting skills. This is a great opportunity for someone with a background supporting commercial software that has a passion for diving into complex technical issues and has an interest in building their Security expertise!

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

Provide exceptional customer service while responding to phone, e-mail, and online requests for technical support

Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle

Assist customers in the installation and deployment of VMware Carbon Black’s software products

Track and monitor all support cases to ensure timely resolution and follow-up

Clearly identify, document, and find solutions for customer issues and product problems

Escalate critical customer situations to the appropriate level of management and engineering expertise

Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base

Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase

Model VMware core values: Execution, Passion, Integrity, Customers and Community

What are you going to bring in this role? What are the key skillsets required to become successful in this role?

Relevant years of experience supporting a distributed software technology in a Windows and Mac, or Linux environment, ideally an agent-based product

Preferred OSX or Linux platform experience with supporting technologies/products

Operational experience with SQL technologies

Experience in the enterprise security space

Experience supporting multiple, simultaneous engagements

Familiarity with software distribution, patch management, and anti-viral technologies

Excellent analysis and debugging skill

Programming experience a plus

Ability to function as an individual contributor and/or a member of a team

Ability to work a day shift with responsibilities a few times a year for an on call after hours rotation

What is the leadership like for this role? What is the structure and culture of the team like?

We have an incredibly talented team and a performance based and collaborative culture. You will be able to learn from some extraordinary colleagues and leaders as well as bring your own talents and ideas to the team to help us continue to grow the offerings.

Where is this role located?

Remote: This role is fully remote, allowing you the flexibility to work from the location you feel most productive and comfortable. You will be expected to live within 0-4 time zones of the primary location.

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 Plan

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 behaviour challenges, or developmental disabilities

Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)

Wellness reimbursement and online fitness and wellbeing classes

Category : Client Support

Subcategory: Product Support

Experience: Manager and Professional

Full Time/ Part Time: Full Time

Posted Date: 2022-07-05

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: 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.