Tanzu Observability by Wavefront is a core component of VMware’s leading-edge Modern Apps Platform BU. Wavefront’s SaaS delivered Observability Platform enables customers to carry out real-time monitoring of their production code, rapidly analyze and then act to reduce downtimes. Major SaaS companies and Digital Enterprises depend on Wavefront to deliver on their SLA commitments in a consistent fashion during full scale production.
The Wavefront Customer Success Engineering team consists of highly experienced technical professionals with deep, immersive product knowledge, monitoring expertise and strong customer relationships. They represent a strategic asset that is made available to Wavefront’s customers and community of users and their focus is to understand and accelerate the realization of their business objectives through the successful adoption of Tanzu Observability.
We are a team focused on the following:
While being responsive to the always-on needs of leading SaaS customers, we are focused on delivering best practices to support top enterprises as they go beyond monitoring on their observability journeys
Maintaining customer satisfaction by engaging the larger VMware community, removing roadblocks, and influencing product roadmaps in support of our existing customers
Our success is measured by the increased adoption/consumption of the Wavefront by VMWare solutions and retention and growth of customer relationships.
Function as primary point of contact during escalations/incidents
Provide timely proactive and responsive communication during ongoing incidents
Communicate with Incident Management Team Leads in Engineering and SRE teams during ongoing incidents to understand customer impact and ensure a customer-first approach throughout the incident
Provide required closed loop technical support to Incident Management teams to help with issue resolution
In the case of High Severity Incidents, work with Incident Management Team to generate a clear and thorough Root Cause Analysis that can be shared in a timely fashion with customers
Follow-up with Engineering and SRE to address open action items associated with incidents
Continuous Customer Health Monitoring
Review customer health through dashboards and alerts
Communicate with customers as needed and proactively identify opportunities to help customers derive value and be successful
Fine-tune existing internal objects (alerts & dashboards) to ensure continued value, and identify, create, and manage new objects as the need arises
Monitor Customer communication channels and provide support
Identify opportunities for improving overall Customer Experience
Generating KB docs as necessary to help reduce time for customer to become successful
Test Upcoming features/functionalities to ensure no major customer impact will be observed prior to release
Drive data quality, process and automation to improve operational and support efficiencies
Demonstrated track record of customer management and support experience in Enterprise Software/ SaaS environments
Excellent communication skills, including with internal and external stakeholders and all levels of management.
Proven record of driving issues to resolution with great customer satisfaction
Ability to manage multiple customer accounts, projects and deadlines simultaneously
Willing to be a hands-on contributor and a proactive team player
Ambitious and driven, thriving in a demanding and fast-paced environment
Excellent critical thinking and advanced troubleshooting skills.
Maintain per-customer view of reported issues; regularly communicate with customers, Wavefront Product Management and Engineering.
Participate and partner with product development to help define and contribute to solutions and tooling based on customer requirements – contribute directly to the delivery of these solutions through scripting, coding, testing, documenting, demonstrating and/or showcasing at various conferences.
Work closely with product management and product development team on problem solving, driving product improvements, diagnose issues and yield a solution (workaround or long-term solution) to a customer in the fastest possible time.
Fluent in at least 1 programming language, Knowledge of Java, Python or Go programming
Knowledge of efficient data structures, query parsing, and optimization.
Bachelor’s Degree in Computer Science, Engineering, Mathematics, related field or equivalent experience.
Category : Engineering and Technology Subcategory: Software Engineering Experience: Manager and Professional Full Time/ Part Time: Full Time Remote: No Posted Date: 2020-08-25
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