Senior Engineer, VMware Technical Support

VMware is the leader in cloud infrastructure, business mobility and virtualization software. A pioneer in the use of virtualization and policy-driven automation technologies, VMware simplifies IT complexity across the entire data center to the virtual workplace, empowering customers with solutions in the software-defined data center to hybrid cloud computing and the mobile workspace.

With 2016 revenues of $7.09 billion, VMware has more than 500,000 customers, 75,000 partners, and 18,000+ employees in 120+ locations around the world. Our employees are at the core of what we do: we deeply value execution, passion, integrity, customers, and community. Want to be part of a compassionate community that thrives on architecting what's next in IT? Learn more about exciting new opportunities at our Cairo Support Center.

About the Global Support Services Team

The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure.

What’s in it for you?

• The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration
• The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial start-u

We are guided in our efforts by a strong set of corporate values:

• Excellence and innovation
• Straightforwardness and open communications
• A sense of fun and an appreciation of a balanced life
• Delivery on our promises to our partners, our customers, and ourselves
• A passion for what we do and the value we deliver

Job Description

As a Technical Support Engineer (TSE) Level 3 you will be providing high-touch support to customers using VMware products, which will include 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.

Essential Functions:

• Resolve customer issues via the telephone, email or Webex sessions
• Reproduce issues in-house and respond back in a timely manner
• Perform regular follow-ups with customers with recommendations, updates and action plans
• Escalate issues in a timely manner according to Standard Operating Procedures
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
• Create new knowledgebase (KB) articles to capture new learnings for reuse throughout the organization
• Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
• Focus on an area of technical specialization and attend technical trainings
• Work with other TSEs on cases in order to learn and cultivate additional expertise