The VMware Global Support Services team supports over 250,000 companies running VMware servers in over 100 different countries.
Our team provides time-zone optimized coverage throughout five support centers globally.
Our team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products.
What's in it for you?
VMware brings together an extraordinary group of people. This includes an elite development organization with unparalleled expertise in the system software space.
The entire VMware team has crafted a rare business environment - one of energy, creativity, and collaboration. The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial start up.
The VMware Cloud Center of Excellence team is a cross-functional team that is tasked with supporting and governing the execution of the organization’s cloud strategy.
This team is accountable for supporting some of our most critical solutions for both Hyperscaler end customers and partners.
This is a global, multi-skilled team paving the way for how we evolve the support business in the solutions space!
What type of work will you be doing?
As a Technical Support Engineer, you will be responsible for resolving customer technical issues and supporting the team and the support operation.
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 :
Work independently to resolve customer, TSE, and team issues, while supporting the management team in the overall development of the team.
Drive communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management.
Resolve complex queries while providing world class support to our customers. Including supporting coworkers with their challenges.
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.
As a Technical Support Engineer, you will support the team, the operation and the field with customer escalations.
Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.
Update and create knowledge articles for global circulation and use, based on the issues you have resolved.
Be a technical advisor for new product onboarding, in depth knowledge on support methodologies and processes.
Respond to customer inquiries, primarily by telephone and e-mail
Potentially work flexible schedules, which may include evenings, weekends or holidays
Help test alpha and beta products
Case review, SR-PR monitoring, providing knowledge transfer, Mentoring, and guiding others.
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 skills, abilities and experience will you need?
Minimum of 2-3 years experience in software and hardware combined or relevant experience
Good understanding of Server PC Architecture.
Strong networking knowledge, including experience with OpenStack.
Experience resolving system crashes and hardware related issues..
Excellent knowledge of Operating Systems including (Windows, Linux, Unix Solaris or FreeBSD, Novell Netware)
Experience in providing Linux / UNIX and Windows technical support to customers.
Experience Troubleshooting 3rd party application integration.
Experience Performance troubleshooting.
Working knowledge of Microsoft, plus x86 platforms, devices, and networking
Basic understanding of TCP / IP networking stack
Experience in an enterprise LAN / WAN
Experience with Windows and Linux Networking
Experience with administering 802.1q
Experience trouble-shooting Firewall technology (Pix, CheckPoint)
Ability to look at and analyze network traces. (ethereal, wireshark, TCP dump)
Highly Preferred Skills
Experience in System Operations or Infrastructure support teams
Experience with ESX Server and / or Virtual Center and / or other VMware products
Experience with VCloud Director and VRealize Suite Preferred
Experience with Cisco or Network hardware manufactured products
Experience with Server Hardware (Dell, VxRail, HP, IBM, etc)
Experience with switch and routing protocols (CCNA)
Experience with scripting and programming (C, C++, Perl, Python and Intel Assembly)
Where is this role located?
The location of this role is remote anywhere within Costa Rica. preferably within the vicinity of Heredia / San Jose. Work will be doe from a home / remote office.
We do have an office in Heredia that you may be asked to visit throughout the year for important meetings or training.
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.
Category : Client Support
Subcategory : Technical Support
Experience : Manager and Professional
Full Time / Part Time : Full Time
Posted Date : 2022-04-05
Global Services : The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries.
The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing.
A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers.
The VMware GSS team members are the best of the best supporting business-critical applications in a virtual infrastructure.
What’s in it for you? The entire VMware team has created a unique business environment one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values : Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver