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Job Description

Job Description:
As a member of the Global Services support team, you will have the ability to work independently or as part of a team with some of VMware's most strategic customers and partners to drive their success. You will provide support to our customers, using VMware products, 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.
Responsibilities:
• Take ownership of an individual customer and learn their environment
• Respond to that customer's inquiries, primarily via email and telephone
• Resolve any customer technical issues through diligent research, reproduction, and troubleshooting
• Provide backup to other senior TSE's for their individual customers in the event that they are unable to
• Proactively provide suggestions to your customer on ways to improve the stability of their platform
• Work with the Services Account Manager for your customer to ensure that the customer gets the highest level of support and communication from VMware
• Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
• Document all technical inquiries; develop and review content for knowledge base
• Provide training or assistance to junior staff
• Troubleshoot and engage with engineering on customer reported issues
Requirements:
• Strong vSphere Knowledge and vRealize)
• Experience in providing Unix/Linux technical support to enterprise customers
• Experience designing and/or supporting large enterprise deployments
• Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark)
• Good practical working ability with Linux/UNIX utilities, including editors and command shells
• B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
• Fluent in spoken and written English
Highly Preferred Skills:
• VMware VSAN, NSX and vCloud Director experience is an advantage
• Networking: Excellent understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting, routing, firewalling, load balancers, VPN and network design
• UNIX kernel diagnostics/debugging (at a level typically found in senior level 2 or level 3 UNIX support staff)
• Experience with operation and administration of large Windows Server and Desktop Environments
• Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols
• Familiarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC
• Ability to develop a long term business relationship with your end customer
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.

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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