VMware Technical Support Engineer - Federal Team in Broomfield, Colorado

Technical Support Engineer (Federal Support) – Broomfield, CO

VMware Overview

VMware is the leader in virtualization and cloud infrastructure solutions that enable our more than 500,000 enterprise and mid-market customers to thrive in the Cloud Era by simplifying, automating and transforming the way they build, deliver and consume IT. We empower our customers by radically simplifying IT through virtualization software with a focus on three core missions: End-User Computing (EUC), Hybrid Cloud and Software-Defined Data Center (SDDC). Join our community – instigators of innovation and transformers of technology – as we envision and create what’s next in IT. Get connected to an engine of opportunity fueled by the transformative products and solutions we bring to market, the passion and trust we inspire in our customers, and our collaborative drive to imagine, define and deliver the future of IT. With 13,000+ employees and 50+ locations worldwide, we are passionately driven to make an impact while contributing back to the community. Ranked on the Forbes 100 Most Innovative Companies in the World list. Learn more at vmware.com/careers today!

Global (Technical) Support Services

The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware servers in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS 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. 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.

About Technical Support

Engineers support over 250,000 companies running VMware products across three technology layers in over 100 different countries. They support the entire suite of VMware products for global customers and partners, interfacing with them via the phone, email, and web. They resolve customer technical issues through diligent research, reproduction, and troubleshooting utilizing a wide range of skills including virtualization administration, system administration, and software development.

Role Responsibilities

Case Management

  • Drive customer satisfaction by expediting the resolution of all service issues by conducting log analysis, reproduction work and engaging external and internal resources as required. Remove highlighted

  • Proactively escalate customer issues and work with Sales, CPD, PM to assign appropriate priority. (PSO Replace highlighted)

  • Providing high quality Live Answer technical support.

  • Provide onsite support if required.

  • Complete KB articles for all resolved issues.

  • Provide best effort support for customers operating on/in unsupported configurations.

  • Retain ownership of customer issue from creation to closure.

  • Assist customer outside of normal business hours if required.

  • Ability to drive customer issues to completion without the use of log files or remote access software.

Qualifications

  • For positions within the Federal team, U.S. citizenship is required

  • Background must allow for the obtainment of a Secret Clearance

  • Recommended 5+ years of Technical Support Industry experience

  • Strong customer advocacy and relationship building skills.

  • Strong technical writing skills.

  • Strong verbal communication, project management and problem solving skills.

  • Account management experience and/or customer engagement responsibility is desirable.

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

  • Ability to research problems and document their solutions.

  • Foundation level knowledge in VMware ESX and Virtual Center products.

  • Comprehensive knowledge in the following technologies;

  • Linux

  • Microsoft Operating Systems

  • Storage Arrays or Appliances

  • Networking, TCP/IP, DNS

  • VSP certification strongly desired.

  • Must be able to travel (domestic & international).

  • Must be able to work Statutory Holidays on rotation

  • Successful candidates will have strong communication skills, business acumen, customer focus and are results oriented.

  • Alternative shifts available

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.