Staff Technical Support Engineer - Cloud - Opportunity for Working Remotely
Primary Location: Raleigh,North Carolina
Staff Technical Support Engineer
VMWare Cloud solutions combine platform, tools, and methodology in the Tanzu product portfolio. Zero Trust Security, Application Modernization and Multi-Cloud solutions are designed to help the world’s largest companies transform the way they build software and run their most strategic applications. The Tanzu product portfolio is used by Global 2000 companies and developers to make software development and IT operations a strategic advantage. With Application Modernization solutions from VMware, our customers are updating older software for newer computing approaches, including newer languages, frameworks and infrastructure platforms, extending the lifespan of an organization’s applications while also taking advantage of technical innovations. The Tanzu product portfolio unleashes software developer productivity and creates an environment for innovation to scale, while fulfilling our mission to transform how the world builds software.
The team:As Technical Support Engineers for the Applications Modernization product portfolio, we provide critical support and industry leading service to our customers using VMware Tanzu products.
VMware Tanzu Support has created a team of exceptional engineers across the globe. We are experienced Software Developers, DevOps Engineers, Network professionals, Sys Admins and Platform Architects. We are Community Organizers, Quality Assurance Engineers, new grads and Open Source contributors who share one crucial attribute: we all share a passion for helping others solve complex problems at scale.
We work in teams around the globe, supporting customers 24x7 with periodic weekend on-call shifts
We are passionate about our people, believe in doing the right thing, building on individual strengths, and encourage continuous learning and certifications. And, when you’re off work, we want you to relax, recharge, and refocus.
You: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. You embrace challenges and work as a team to solve unique, complex problems on a daily basis.
You understand enterprise customers' expectations of the technical support experience and judge your success by the success of your team and the happiness of your customers.
You exercise sound judgment in selecting methods, techniques and evaluation criteria for obtaining results.
As a Staff Engineer, you have leadership qualities and you bring cooperative work practices to your team
You bring analytical, troubleshooting, and problem-solving skills.
You are interested in continuously improving yourself, our support processes and products by expanding your knowledge with training, reporting defects, and collaborating with Product, Operations and Account teams to ensure the best customer outcomes
Resolve customer’s issues with a cooperative mindset; work in partnership with customer technical staff, product development and account teams
Provide technical guidance to junior staff and internal customer success teams
Reproduce issues in-house for deep analysis and root cause reporting
Maintain feedback loops with customers, engineering and internal teams by providing recommendations, daily updates to open cases, and action plans
Escalate issues in a timely manner according to standard operating procedures
Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues
Create new and improve existing content; knowledge base articles, product documentation, training materials, and in-house tooling
Deliver periodic tech talks to Support team
Pair with other technical support engineers on cases to cultivate expertise in product areas
Participate in periodic weekend on-call rotation
4+ years of work experience in enterprise technical support
Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and or ambiguous situations
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
Comfortable with using Linux CLI commands, file structure and troubleshooting the Linux operating system
Experience with virtualization, cloud computing, and at least one programming language
Deep understanding of networking and routing protocols
Ability to troubleshoot load balancers such as F5, Avi Networks or Netscaler (Layers 2-7)
Experience with automation tools such as Ansible, Terraform or Concourse Platform Automation
Ability to write scripts to solve issues programmatically or write supportability tools in a common language
Public cloud technologies certifications a plus - AWS, Azure, GCP, vSphere
Experience with Docker and Kubernetes
JoinTanzuServices referral campaign
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-07-08
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 http://careers.vmware.com.
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: R2111903