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Support Services Manager - Opportunity for Working Remotely

Primary Location: Heredia,Costa Rica

Additional Location(s):

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As a Support Services Manager (SSM), you will have the opportunity to manage and build the support relationship with our most strategic VMware customers. You will be responsible for delivering an unparalleled support experience leveraging the combined power of VMware solutions and your technical guidance. You will work closely with our Customer Success Executives, Technical Support Engineers and Development teams to ensure that VMware is delivering overall best in-class service and support for our customers.


  • Develop excellent working relationships with the Customer Success Executive (CSE) and Technical Account
  • Manager, act as their single point of contact for the management and/or escalation of all support-related activities, working alongside all internal teams to ensure your customer’s overall support satisfaction
  • Understand customer’s business requirements, technical needs, systems, environment and support history
  • Document and deliver formal root cause analyses as needed for critical customer situations
  • Work closely with teammates in a team structure to support a subset of S360 customers
  • Partner with TSEs and TSMs to achieve customer outcomes and influence improvements in the overall delivery of Premier Support
  • Manage activities related to the customers support experience including setting and managing support expectations, driving Support Request prioritization, progress, updates, escalation assistance and resolution
  • Oversee and direct Support Requests to the proper resources and make use case information available to internal teams when necessary to assist in problem resolution
  • Review SR dashboards for a subset of customers, discerning any unhealthy SR statuses, trends, or progress, then act accordingly with internal teams to improve the support experience
  • Provide recurring reports of active Support Requests with current status and next steps and coordinate delivery to the customer team
  • Participate in CSE Executive Business Reviews and provide details that identify issue trends, corrective actions, training opportunities based on customer SR data
  • Facilitate all proactive Support Requests to assist the customer with upgrade/maintenance plans, providing recommendations and input on the customers implementation runbooks and alerting relevant, internal teams of upcoming or after-hours activities
  • Assist with the progression and resolution of customer issues and work to reduce SR volume and customer environment impact over time
  • Alert GSS to customer activities such as upgrades, migrations or after hour activities
  • Provide proactive support recommendations in partnership with the Proactive Support Services team
  • Coordinate all remote/onsite support engagements
  • Maintain complete and updated account information records
  • Assist customers outside of normal business hours, if required


  • Solid technical acumen in at least 2 of the following areas: data center infrastructure, operating systems, desktop deployments, mobility, cloud, networking, security, system administration and technical architecture; preferably with industry certifications, previous technical experience preferred
  • Strong communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel
  • Excellent attention to detail and strong organizational skills with an ability to manage competing client demands
  • Strong analytical skills regarding technical and project management issues
  • Familiarity with CRM or incident tracking and management systems such as Salesforce, Siebel, Remedy, Clarify, Gainsight, etc.
  • Exceptional collaboration skills and a passion for problem solving
  • Must be agile and able to adjust quickly to many different situations
  • Adaptable to enhance skillsets around the customer’s product and solutions
  • Ability to travel up to 15%
  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience

Category : Services and Consulting
Subcategory: Services and Consulting
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-02-17

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: R2013720
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