VMware Senior Technical Support Engineer in Broomfield, Colorado

Competencies

  • Demonstrates strong work ethic and is committed to seeing tasks through to completion

  • Strong communication skills, business acumen, customer focus and are results oriented

  • Thinks clearly and makes quality decisions even in high pressure and adverse situations

  • Readily and easily switches gears in response to unexpected events and circumstances

  • Anticipates obstacles or problems and takes timely steps to minimize their impact on intended results

  • Builds trust and respect with people outside immediate workgroup

  • Able to lead a larger perspective, identifying and evaluating opportunities where cross-group collaboration would enhance the operations

  • Desire to educate others on the VMware vSAN products, ESX and Virtual Center products and committed to team and product improvements

Responsibilities

  • As Technical Support Engineer 4 you will represent VMware and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in VMware software products, and manage relationships with those customers

  • Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management

  • Exhibit leadership through personal responsibility, accountability and teamwork

  • Act as a technical focal point in cooperative relationships with other companies

  • Manage crisis situations that may involve technically challenging issues and diverse audiences

  • Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation

  • Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs

  • Lead triage meetings to share knowledge with other engineers and develop customer solutions efficientlyTravel within the US and internationally may be available

  • Provide guidance to and help with technical development of aligned Technical Support Engineer’s (TSE’s)

  • Assists

  • Respond to informal/formal TSE requests for assistance and follow through to resolution

  • Actively engage TSEs to educate them on how the issue was resolved

  • Developing and maintaining productive relationships with members of all VMware functional groups

  • Participate in strategic TSE case review including backlog, idleness and identifying technical and procedural deficiencies

  • Provide informal feedback to aligned front line managers regarding TSE performance

  • Assist TSE’s and Duty Manager with end of day center transfers as required

  • Work with TSEs proactively to enhance customer experience, ensures that SRs are on the right track and removes technical roadblocks

  • Proactively contributes to technical Knowledge base by writing KB articles and guide frontline TSEs to write/contribute to KBs

  • Direct TSE’s to follow best practices in case/call management

  • Promote cases to Sr. EE after determining they are out of their scope

Requirements

  • Advanced level knowledge in VMware vSAN products, ESX and Virtual Center products

  • BS/BA degree or equivalent technical experience

  • Experience with technical support processes, case management tools and ticketing systems

  • Familiarity with VMware vSAN products, ESX and Virtual Center products

within large enterprise customers and/or service providers is required

  • Track record of accomplishment and effectiveness within organizations

  • Strong customer advocacy and relationship building skills

  • Strong verbal communication and problem solving skills

  • The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources

  • Comprehensive knowledge in the following technologies;

  • Linux

  • Microsoft Operating Systems

  • Storage Arrays or Appliances

  • Networking, TCP/IP, DNS

  • Organized and analytical, identifies critical issues with ease, adept in problem resolution including root cause analysis

  • Able to deal with the stress related to escalation impact and resolution timeframes and conflicting/competing priorities

  • Some travel will be required, up to 20%

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.