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Staff Technical Support Engineer, Premier Support

Primary Location: Bangalore,Karnataka


Additional Location(s):

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Business Summary:

VMware is a global leader in cloud infrastructure and business mobility. Built on VMware's industry-leading virtualization technology, our solutions deliver a new model of IT that is fluid, instant and more secure. Customers can innovate faster by rapidly developing, automatically delivering and more safely consuming any application. 

With 2015 revenues of $6.6 billion, VMware has more than 500,000 customers, more than 75,000 partners, and 19,000+ employees in 120+ locations around the world. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Do you dare to do the stuff you've always dreamed about? Dare to explore at careers.vmware.com.

Why work for our Division

The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware 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.

Why work with our Group

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.

Job Role and Responsibility:

As a Staff Technical Support Engineer you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. 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.

A successful candidate will wear many hats, and your work will have a real impact on the direction of Premier Services portfolio.

Required Skills:

Design/Innovate/Execution:

Contributes in defining vision for their technical area
May lead engineering efficiency efforts
Improves operational efficiency
May have broad impact across multiple groups and/or recognized mastery of complex technical areas
Architect of subsystems and understands impact across products
Has broad distinguishing technical expertise 
Performs independent analysis on difficult systems, having significant latitude in performing technical work
Develops innovative ideas and solutions for complex problems and projects
Participates in recruiting and generating leads
Encourages innovation, creative thought and new ideas and / or solutions 
Performs independent analysis of a complex workload and initiates performance improvements in one or more subsystems
May contribute to company patent portfolio
Periodically contributes to publications
Architect of subsystems and understands impact across products                                                                                 

Breadth and Depth of Knowledge:

Deep familiarity and influence of the technology stack and architecture design and implementation
Drives cross-team technical tasks by building relationships
Influences SWE to build scalable and reliable features
Helps onboard new members by mentoring them and guiding them through best practice enforcements
High focus on automation to reduce toil, increase availability

Provide world-class customer service throughout the entire lifecycle of customer adoption.

Work independently or as part of a team on engagements with customers, often in a technical leadership role to ensure customer retention and to drive customer value realization.

Provide architectural guidance for the integration of VMware management products with third-party products within the customer’s IT environment such as storage, networking, systems management, capacity management and monitoring, high availability solutions, security infrastructures, etc.

Stay on top of customer reported issues, regularly communicate with customers, sales account teams and Compute & Cloud Product Management and Engineering.

Be able to drive and increase visibility of escalated support issues for Compute & Cloud key accounts as needed.

Bring thought leadership around overall customer success and be self-driven to lead with minimal supervision.

Support various customer enablement and partner events - deliver public speaking and presentations.

Domain level understanding of Public/Private Cloud Infrastructure & Networking.

Experience with modern software development methodologies.

Strong practical Linux or Windows systems administration skills

Possesses strong product/technology/industry knowledge in the following products

  • vSphere
  • vRealize Suite

Converged & Hyper Converged Infrastructure

  • Dell PowerEdge Servers

Intermediate level understanding of

  • Networking (Layer 2, Layer 3),
  • Storage (FC, ISCI, etc.),

Knowledge of job associated database/software/documentation

Experience in software deployment in large-scale services in complex environments.

Business Process:

Proactively identifies improvement to business processes and policies to solve problems and get things done
Expected to identify and evaluate implications of technology advances for business opportunities
Generates ideas to reduce cost, improve customer experience and gain efficiencies while balancing short-term requirements against long-term needs
May represent VMware in important customer and partner interactions

Leadership:

Exceptional communication (written and verbal, internal and external) and presentation skills.

Quality, out-of–the box thinker that is open-minded, creative, intelligent, and self-confident.

Highly entrepreneurial with a strong passion, urgency, energy, dedication, and an unrelenting drive to succeed and win.

Team player that works well in collaborative situations and start-up like environments.

Experience with metric analysis and visualization

On-call experience with production grade systems

Has mentored others in a professional setting

Makes decisions impacting large teams, projects, products and customers

Education & Experience:

A Bachelor’s Degree in Computer Science, Engineering, Mathematics, related field or equivalent experience.

At least 8 years’ experience in customer-facing positions as a professional services Solution Architect/engineer or similar.

Operations or Systems Administration experience, particularly on UNIX

Worked with large Go/Java codebases

Experience with log analysis, streaming data, streaming metrics


Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-04-22



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 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: R2103289
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