VMware Senior Technical Support Engineer - Premier Services in Broomfield, Colorado

Senior Technical Support Engineer

As a Technical Support Engineer you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

Technical Competency Requirements:

  • Expected to be a Subject Matter Expert (SME) in at least one VMware Product within 9-12 Months of completing onboarding training.

  • Ability to deliver a consistent experience with high quality and effectiveness with minimal managerial oversight.

  • Leading on authoring KB – high value on knowledge sharing.

  • Participation in mentoring, new hire events, and delivering technical training.

  • Capable of researching newly discovered issues.

Business Competency Requirements:

  • Exhibits EPIC2 values

  • Achieve VCP certification

  • Ability to understand the business impact, to the customer, regarding the technical investigations/conclusions

  • Successfully able to prioritize work demands.

  • Available for on0call or after-hour rotations, with prior notice.

  • Adaptive to changes driven by customer demands or business requirements.

Key Values:

  • Technical Aptitude – A TSE 2 is expected to have an above average technical understanding of their given SME and problems faced by VMware’s customers. Moving towards advanced troubleshooting methodologies and better understanding of product depth.

  • Collaboration – Demonstrates a willingness to assist others. Effectively contributes and utilizes internal resources (backlog, social cast, KB, PR, and chat groups). Positively contributes to team meetings and projects.

  • Attitude – It is essential TSE’s at this level to maintain a positive attitude in the face of challenges. A TSE2 will look for solutions to problems. Actions constructive criticism. They place a premium on ensuring the customer is getting the solution they need, rather than simply “fixing the problem”. Demonstrates an ability to adapt to business ever-changing environment with a positive attitude.

Responsibilities:

Trusted Technically

  • The TSE demonstrates an understanding of standard technical support processes https://ikb.vmware.com/kb/2041137

[ ]Complete self-paced case management class

[ ]Maintain QA score average at or above 85%

Personal Accountability

  • The TSE demonstrates an ability to communicate clearly with peers, supervisors, and customers.

  • Independently drive assigned tasks to completion, with limited managerial guidance.

[ ]Peers – Recognized by peers for participating in team discussions.

[ ]Supervisors – Drives career goal discussions during one-on-one meetings; integrates supervisor feedback to improve performance.

[ ]Customers – Communicates proactively, drives case resolution, adheres to agreed timelines, and creating confidence in the support process.

[ ]Proactively communicating with their manager in regards to areas they are interested in growing in.

[ ]Successfully able to prioritize work demands – idle time, case closures, project involvement.

[ ]* Positive attitude when asked to take on new task

Positive Team Visibility

  • The TSE demonstrates an ability to manage time efficiently, balancing competing priorities.

  • Demonstrates a positive interest in helping clarify opportunities that can improve GS.

[ ]Meets or exceeds initial target response goal of 98%.

[ ]Attends scheduled team meetings and scheduled one-on-one discussions.

[ ]Keeps leadership informed of upcoming personal commitments/scheduled events that could conflict with normal working hours.

[ ]*Adaptively and flexibly insert special tasks and projects into their daily activities.

[ ]Will approach leadership with observations/recommendations regarding possible improvements.

Documentation Training Career Development Team Culture Case Notes/Case Management

Leaders for our Customer’s

  • The TSE works with team members to meet individual and team goals

[ ]Shares technical knowledge as demonstrated by contributing to VMware’s Knowledge Base.

[ ]Participates in Social cast SME group discussions.

[ ]Follows standards for Assist Request and Problem Report templates.

Team Contributor’s

[ ]Proactively creates and shares training on products with their team in areas where they see a need.

[ ]Create knowledge content for use by other staff and shares regularly

Team First Mentality

[ ]Collaboratively works with and supports other team members.

[ ]Positively supports the team with encouragement and assistance.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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.