Staff Site Reliability Engineer (SRE) -- VMC

    • Palo Alto, CA

Job Description
Job Description:
Principal Duties

  • Coordinates activities with Account team from Sales, Engineering, Solution Architects and Global Support Services to ensure all customer needs are met. Acts as point of escalation for issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution.
  • Integrates customer and VMWare business requirements with technical requirements to determine best course of action when resolving customer issue.
  • Ensures suitable level of service personnel and activity during problem resolution at all locations. Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
  • Interfaces with customer on behalf of senior management via customer meetings and written communication during business disruptive escalations.
  • Identifies and facilitates technical queries and problem resolution from the customer and Global Support Services to NSBU Engineering. Advises NSBU senior management of any developments and action plans. Generates support plans to resolve complex service related problems.
  • Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Controls and directs internal resources in terms of setting time requirements and expectations.
  • Documents and manages action items, assigned owners, and timeline of events during a break/fix customer impact event; drives corrective action plan. Participates in Root Cause Analysis including incident and problem management activities. Participates and leads highly technical escalation and management conference calls; assumes leadership role in providing case status updates to management, account team and director level customers. Able to clearly articulate concerns and issues to the customer. Ensures suitable levels of service personnel and activity during problem resolution at all locations.

Required Skills:
  • Prior work experience in VMWare ESX and networking solutions Prior work experience with troubleshooting networking issues (L2-L7) Innovative debugging skills Prior experience in Automation/Python scripting.
  • At least 5+ years of experience in Customer Support Strong Knowledge of L3 and L2 Protocols (TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, STP, VLTP, LACP) and Forwarding Strong understanding of L2 and L3 networks, VLANs
  • Strong understanding of WAN Networking troubleshooting / debugging - e.g. tcpdump, wireshark, traceroute, route, netstat
  • Reproduce customer reported issues in internal labs and think out of the box during this activity Bachelor's degree in Computer Science (or higher) or equivalent work experience

Preferred Skills:
  • Operating Systems: Deep Linux knowledge - Installation/Configuration/Administration (RHEL and Ubuntu a plus)
  • 5+ Years Virtualization experience desired - Installation/Configuration/Administration (ESX and KVM a plus)
  • Knowledge of Cloud Offerings like AWS
  • Knowledge of SD-WAN technologies like Velocloud.
  • Self-sufficient, but knows when to ask for help - A True team player.
  • Knowledge of cloud architecture - vCD, NSX or Openstack a plus, Knowledge of Cloud Offerings like AWS
  • SCM: git, Jenkins, Jira, Selenium
  • Databases: MySQL or similar
  • Understand and put technical perspective to customer problem
  • File serviceability / debuggability and usability related bugs as and when necessary
  • Create Root Cause Analysis documentation
  • Create Knowledge Based content and document field facing articles
  • Cross Functional Engagements
  • Participate in Test plan review / Functional Spec and Design Reviews
  • Contribute to Product Quality Improvements by opening product defects and serviceability requests
  • Work with Technical Services
  • Work closely with Release Engineering
  • Capability to work individually with less supervision
  • Excellent written and verbal communication.
  • Possess excellent logic and data analysis capabilities
  • Solid Customer facing experience
  • Ability to work in a high-pressure environment.
  • Problem solving - Ability to be resourceful and figure things out how to get things done
  • Self-confidence - Ability to express opinions and influence effectively
  • Passion to do more and think out of the box

This position is eligible for the JoinVMC Enhanced ERP Campaign

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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