Product Support Engineer - Horizon SaaS



Job Description

As a VMware Technical Support Engineer within our Horizon Cloud Global Services team, you will enable our customers to deliver a consistent and efficient desktop experience to end-users leveraging our industry leading DaaS Platform. 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.

Essential Functions:

  • Respond to customer inquiries - via email and telephone
  • Own and drive the Customer Experience throughout the Service Request lifecycle
  • Resolve all technical issues through diligent research, reproduction and troubleshooting
  • Work directly with staff in operations, quality assurance, engineering and product management to resolve issues and develop product enhancements
  • Provide technical expertise for both database, server and network configurations
  • Maintain current knowledge of multiple areas of VMware Solutions and the EUC platform
  • Participate in presentations and technical escalations with customer and partner stakeholders
  • Ability to obtain related technical certifications, as necessary


Engineers are required to have:

  • Experience / Exposure to VDI technologies is mandatory.
  • Deep understanding of Windows desktop and server operating systems
  • Understanding of Advanced Network Architecture (e.g. Active Directory, DHCP, Load Balancer, Firewall, Reverse Proxies, VPN, Domain Controller and DNS configurations)
  • Highly developed network troubleshooting skills using diagnostic testing software
  • In-depth understanding of modern IT production data center and internet hosting operations including Compute, Storage and Networking
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment
  • Understanding of Identity Management technologies
  • Experience in management of mission critical applications
  • Logical and proven approach to problem solving
  • Experience managing multiple customer engagements simultaneously
  • Ability to be a strong team player, individual contributor and mentor
  • Self-motivated and able to work under pressure to deliver high quality client solutions
  • Candidate should possess strong documentation and communication skills
  • Strong interpersonal skills working with various cross-functional departments


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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