Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. You will be working on the latest and top of the line technology suite, becoming an expert in the industry.
Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
As a Level 2 Technical Support Engineer, you will be learning Vmware Cloud Foundation (vCF) technology in order to help our customers troubleshoot, understand, and overcome challenges in their vCF environments.
First step in this role will be to upskill on our support processes and products and to understand how we work as part of a global team.
Once achieved, you will begin to troubleshoot customer issues with the support of tenured engineers through the knowledge you have gained.
You will engage regularly with Dell EMC and engineering team(s) in order to bring value to customers, and to resolve politically and technically escalated issues.
As your skill set grows, you may choose to work on additional product lines and progress your skillset on more technologies or seek to become expert in a wide variety of products and or technology related to our product portfolio.
Throughout this time, and your career at VMware, you will continue to develop through training, learning tools, research time and training days.
As you approach the 12 month period of your tenure, opportunities may emerge whereby you can begin to share your knowledge and experience with newer members of your team
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 2, you will be responsible for resolving customer technical issues. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.
To be successful in this role, you will:
Learn new communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management.
Resolve customer 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.
Partner with Engineering, Dell EMC partners, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.
Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved.
Work in an environment of trust, on-going 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.
What is the leadership like for this role? What is the structure and culture of the team like?
The selected candidate will be reporting to Technical Support Manager- Anil Kumar, who has considerable amount of experience in managing enterprise support and leading the team to success through the company’s values. Anil is deeply invested in the teams careers development and has successful track record of ensuring the team is successful as a unit and ensure the individual team members progress in their careers.
The core team comprises engineers at different levels (L1 , L2 and L3) supporting vCF solution. The team is part of the 24×7 support structure and works flexible hours to ensure we meet customers contractual requirement
In addition, team works in partnership with the peers across the globe working during different time zones. The role requires the candidate to be flexible to work in any shift (includes PST) and weekend hours.
Where is this role located?
Fixed: this role is based out of VMware’s Bangalore office and open to candidates in the surrounding area.
Flexible: The location of this role is flexible within India. Work will be done from an office some days during a week and other days from a non-VMware building.
Remote: this role is fully remote and can be done anywhere in India.
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. Explore the VMware Benefits page for additional details. Please note, benefits change by country, please select your country from the drop-down menu in the top right corner. www.benefits.vmware.com
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-03-15
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.
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