Skip to main content

Senior Technical Support Engineer - Opportunity for Working Remotely

Primary Location: San Francisco,California


Additional Location(s):

Apply Now
CloudHealth by VMware is the global market leader in Cloud Management, and the most trusted software platform used to accelerate business transformation in the cloud. CloudHealth by VMware is looking for highly motivated individuals who will be responsible for providing outstanding customer service to ensure that customers, partners, and employees have a positive experience getting onboarding and ongoing training from CloudHealth.  
The Elevator Pitch: Why will you enjoy this new opportunity?
You possess a strong technical background with experience in supporting cloud computing products, services, and solutions. You are looking to be part of a growing international team at an innovative technology company and to be on the forefront of the cloud revolution and possess a strong technical background with experience supporting cloud computing products, services, and solutions. 
What is the primary need, technical challenge, and/or problem you will be responsible for? 
We need high energy and customer-focused individuals to provide technical support for our growing customer base. As a Sr. Technical Support Engineer, you will be helping our customers maximize and optimize their cloud journey by ensuring overall customer satisfaction and total resolution of each service case.
Success in the Role: What are the performance goals over the first 6-12 months you will work toward completing? 
Immediately and in an ongoing manner you will:
  • Triage, troubleshoot, escalate, and/or provide resolution to customer support tickets.
  • You will be evaluated by the quality of your resolution and customer satisfaction
  • Effectively communicate customer feedback and feature requirements to Engineering and Product Management.
  • Be monitored by the quality, thoroughness, and accuracy of the information you provide
  • Identify commonly asked questions and generate knowledge base articles based on this content.
What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? 
As part of CloudHealth’s global support organization, you will:
  • Provide ongoing support to our customers to ensure they get the desired performance and maximum value from the platform
  • Identify, fix, and track platform issues that occur during daily operations.
  • Effectively communicate customer feedback and feature requirements to Engineering and Product Management.
  • Identify commonly asked questions and generate knowledge base articles based on this content.
  • Stay current on all CloudHealth features, industry trends and relevant technology
  • Triage, troubleshoot, escalate, and/or provide resolution to customer support tickets.
  • Utilize product domain expertise to serve as a trusted technical advisor to customers. 
  • Experience working with Amazon Web Services (AWS), Google Compute, or Microsoft Azure.
What is the leadership like for this role? What is the structure and culture of the team like?
The hiring manager for this role has had a successful tenure at CloudHealth and is looking to build and grow a strong technical support team to meet the growing needs of our business.
The Technical Support team is made of up versatile professionals who provide world-class support with a customer-first mentality. With technology constantly evolving over time, we are committed to hiring those with an ambition to learn, strong analytical and problem-solving skills, adaptability, strong communication abilities and intellectual honesty.   
What are the benefits and perks of working at VMware?
You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com. 
  • Employee Stock Purchase Plan   
  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types   
  • Generous Time Off Programs   
  • 40 hours of paid time to volunteer in your community    
  • Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities   
  • Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)   
  • Healthy and local inspired snacks in all our pantries    

Required Skills
  • Analytical thinking and problem-solving skills as a go-getter with a lot of intellectual curiosity.
  • Strong written and oral communication and interpersonal skills.
  • Excellent organizational and time management skills with the ability to work in remote environments
  • Proven ability to remotely troubleshoot and resolve customer software problems.
  • 6+ years of providing technical support for enterprise customers.
  • Finance and data analytics experience preferred
  • A strong passion and interest in Public Cloud.
Preferred Skills
  • BS/BA in Computer Science or a related field preferred, or equivalent technical certifications and experience.
  • Experience working with Amazon Web Services (AWS), Google Compute, Microsoft Azure, Oracle Cloud, DataCenter.
  • Experience administering the CloudHealth platform
  • Experience working with global team projects and operations
  • Current working knowledge of O.O. Programming/Design
  • o    …  O.O. language.  Prefer Ruby/Java
  • o    …  ORM.  Prefer Ruby ActiveRecord
  • o    …  web application framework. Prefer RoR
  • o    …  web/presentation language.  Prefer JavaScript/Coffee.
  •   Agile Methodologies – Scrum, Kanban
  • Shell scripting – bash preferred
  • Regular Expressions 
  • Advanced Linux – utilities, file systems, file compression, command line, text processing
  • Scripting language eg. Python, Ruby, 
  • Web Application architecture, design, and troubleshooting in particular SaaS delivered applications.
  • Big Data technologies.  Map/Reduce, Scala, Apache Spark, ETL, Kafka
  • Data representation language - JSON, YAML
  • REST API design, operation, call debugging, performance
  • Data storage, retrieval,  and query.  SQL RDBMS, Elastic Search, S3 Object storage
  • AWS stacks– Load Balancers, Route53, RDS, Web Servers, Redis, S3, EMR, ElastiCache
  • SSO – A.D., SAML,  Auth0 or similar SSO service
  • Application Log analysis and tools
  • On-Prem software – data collection and reporting agents.  Linux and Windows
  • Networking – TCP/IP, Packet analysis, SSL protocols and debugging
  • MicroServices and SOA 
  • MQ – AMQ, Rabbit
  • Management tools: ZenDesk, Salesforce, JIRA, Confluence
  • CD Tools - Jenkins, GitHub, Artifactory 
  • Production Performance Monitoring and alerting tools - Rollbar, DataDog, WaveFront
  • Containers and Orchestration – Kubernetes, Docker, Mesos 

For positions located in Colorado: The base salary range is $87000 - $157000. Bonus, commission, and/or equity may be eligible for this position.  Additional benefits for this position can be found at https://benefits.vmware.com/.  *Note: Disclosure of Colorado pay and benefits required per sb19-1830


Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-03-05



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: R2103095
Apply Now
 

Join Our Talent Network

Sign up to stay up-to-date on our latest career opportunities, events and company news.

Interested InSelect a job category from the list of options. Search for a location and select one from the list of suggestions. Finally, click “Add” to create your job alert.

  • Engineering, San Francisco, California, United StatesRemove
  • Tech Support, San Francisco, California, United StatesRemove
  • Remote, San Francisco, California, United StatesRemove