Colleague Support Engineer

    • Palo Alto, CA



Job Description

The Elevator Pitch: Why will you enjoy this new opportunity?

When you start working for VMware in Colleague Experience and Technology team, you will see for yourself that we are passionate learners and creative thinkers, excited about technology, and the impact we can make not only in IT but within everything IT touches. On our team, you will find a foundation to share new ideas, create new solutions, and solve new challenges. Most importantly, you will be working in a leading-edge environment that encourages you to learn, grow, and take risks.

What is the primary need, technical challenge, and/or problem, you will be responsible for?



Traditional desktop support is one firefight after another, where at VMware, we are redefining this reactive response and morphing into a proactive engagement model that prevents these fires from ever starting. As part of this transformation, you will work on some of our toughest technology challenges, partner with some of the industries brightest minds and get hands-on with new and emerging technologies. At VMware, our goal isn't just fixing problems, we endeavor to find new and better ways of enabling our Colleague to do their best work.

Success in the Role: What are the performance goals over the first 6 months you will work toward completing?

As you approach 60 days, you will have the insight to name 2 team improvement areas (process, tools, systems, automation opportunities) and present ideas for making those improvements. At 90 days be able to work autonomously on more advanced break/fix issues. Within 180 days take ownership of an internal team project to drive that project to completion.

Some project examples are:

  • Develop a survey and work with various R&D focus to understand their challenges and present ideas to senior leadership for adding value to their organizations.
  • Partner with other teams to co-develop and test a Linux management solution. This could involve automation, scripting, image creation etc.

What type of work will you be doing? What assignments, requirements, or skills will you be performing regularly?

Initially, you will spend time learning our internal processes and tools and then use your skills to discover the cause of reported software and device issues and problems. This may involve solving individual issues in the short term while looking for opportunities to give automated fixes and solutions to ongoing and large-scale issues. This work requires frequent and consistent collaboration with other teams and individuals over email, chat and video calls.

What is the leadership team like for this role? What are the structure and culture of the team?

The hiring manager for this role is Nate Kroeker, Manager, Colleague Support. He built his expertise from working the front lines with roles involving ticket routing, desktop support for R&D and corporate staff, executive support, project management and most recently the manager of our Palo Alto colleague support team.

Nate's management philosophy is to lead by example by empowering and coaching those he leads. Nate looks for creative people who can come up with new ideas and execute on those ideas to get results. He is a teacher and a learner at heart.

The Palo Alto team is a group of 19 core members and part of the larger Colleague Experience and Technology group. The team works on-site in Palo Alto and covers shifts ranging from 6 a.m. to 7 p.m. PST.

What are the benefits and perks of working at VMware?

VMware offers a competitive and comprehensive benefits package for you and your loved ones. 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, behavior challenges, or developmental disabilities
· Financial contributions to your ongoing development (conference participation, training, course work, etc.)
· Healthy and local-inspired snacks in all our on-site pantries

This job requisition is not eligible for employment-based immigration sponsored by VMware.

Note: Due to the Covid 19 pandemic this position is temporarily a work from home location until further notice.

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.

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