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Senior Technical Support Engineer (Premier Support for Telco)

Primary Location: Broomfield, Colorado
Additional Location(s): Broomfield, Colorado

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As a VMware Premier Support for Telco Senior Technical Support Engineer you will be part of a team providing reactive & proactive support to customers who have deployed NFV infrastructure with VMware vCloud NFV.

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. 


  • Supporting our most strategic Telecommunication Service Provider customers 
  • Focus on day to day SR resolution and proactively drive progress 
  • Meeting aggressive responsiveness and service restoration targets 
  • Expected to be a Subject Matter Expert in at multiple VMware Products 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 Knowledge Base articles – high value on knowledge sharing 
  • Participation in mentoring, new hire events, and delivering technical training 
  • Capable of researching newly discovered issues 
  • VMware troubleshooting review (log analysis/troubleshooting process) 
  • Foster an enhanced relationship with VMware Engineering, Core R&D, and the Field Account teams 
  • Work with the Support Account Manager for your customers to ensure that the customer gets the highest level of support and communication from VMware
  • Provide formal root cause analysis on critical customer situations 
  • Manage account document repository ensuring accuracy and completeness 
  • Proactive Service and Relationship Development 
  • Proactive customer notification of training opportunities, product alerts, new KB articles and bug updates 
  • Provide technical assistance with support planning, upgrade and maintenance 
  • Investigate opportunities to build/ maintain internal technical environments for key customers 
  • Coordinate onsite visits in conjunction with SAM and TSM 
  • Review customers change management process / documents for gaps against known best practices


  • Hands on experience with VMware ESXi & vCenter or other VMware products
  • Good knowledge in the following technologies:
    • Linux
    • Microsoft Operating Systems
    • Storage Arrays or Appliances
    • Networking, TCP/IP, DNS
  • Experience designing and/or supporting large enterprise deployments
  • Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark)
  • Good practical working ability with Linux/UNIX utilities, including editors and command shells
  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent technical work experience
  • Strong customer advocacy and relationship building skills
  • Strong verbal communication and problem-solving skills
  • Fluent in spoken and written English
  • This job opportunity is not eligible for employment-based immigration sponsorship by VMware

Highly Preferred Skills

  • Previous experience in the Telecommunications industry an advantage
  • VMware VSAN, NSX and vCloud Director experience is an advantage
  • Networking: Excellent understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting, routing, firewalling, load balancers, VPN and network design
  • UNIX kernel diagnostics/debugging (at a level typically found in senior level 2 or level 3 UNIX support staff)
  • Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols
  • In addition, they’ll need very strong networking experience, preferably with a background in Telco specialties, like DPDK, SRIOV, eVPN etc.
  • Previous exposure to Cloud Management Platforms such as OpenStack, CloudStack, vCAC including Networking enabled by software
  • Familiarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC
  • Hands-on and working with key technology solution/language/tools e.g. CloudStack, OpenStack, AWS, KVM, libvirt, Chef, Puppet, Python, CMS, DynamicOps, API, etc
  • Willingness to travel to customer locations for short periods up to 5 days in the event that your customer has an emergency situation
  • Bonus if they also have IaaS experience with OpenStack and/or vCloud Director, bare metal provisioning, Edge/RAN deployments, public cloud (VMC/AWS), DevOps tool like CI/CD (Jenkins, git etc)
  • Ability to develop a long term business relationship with your end customer

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2020-05-22

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

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. Job ID: R2007308
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