Senior Technical Support Engineer, Cloud Support - Opportunity for Working Remotely

VMware (Dublin, Ireland) 13 days ago

VMware Cloud Support drives a proactive service experience to ensure adoption, growth and consumption. As such, this is a critical role in accelerating VMware’s growth in its SaaS business by enabling customers to rapidly and successfully adopt our advanced products and technology and realize business value.

Initially you will be focused on our VMware Cloud on AWS support. Using troubleshooting tools and scripts  Product Development Feedback, Knowledge Creation, Site Reliability Engineering collaboration. Collaboration with Engineering and Product Management to continue to build the tools and skills and contribute to the vision and cultural pivot to “Service Ownership” and Agile milestone releases and help realize a robust feature set and customer adoption of our Cloud services.

  • Provide world-class customer service throughout the entire lifecycle of customer adoption.
  • Work independently or as part of a team on engagements with customers, often in a technical leadership role to ensure customer retention and to drive customer value realization.
  • Stay on top of customer reported issues, regularly communicate with customers, sales account teams and SDDCaaS Product Management and Engineering.
  • Be able to drive and increase visibility of escalated support issues for SDDCaaS key accounts as needed.
  • Bring thought leadership around overall customer success and be self-driven to lead with minimal supervision.
  • Identify and implement the use of various Public & Private cloud services and offerings.
  • Ongoing focus on strengthening peripheral security of environments in Public & Private cloud.
  • Manage access and authentication process and implementation for public cloud environments.
  • Validate and provide input to the architecture of cloud setup touching upon areas of network, security, monitoring.
  • Monitoring of management and end-user environments.
  • Focused effort into optimal use of resources.
  • Adoption of tools, technologies and services so as to bring in agility and automation.
  • Administration of VMware Cloud Infrastructure & (optional) AWS/Azure/Google, etc.
  • Work flexible schedules, which may include evenings, weekends or holidays.

Professional Qualifications/Ideal Experience

  • Domain level understanding of Public/Private Cloud Infrastructure & Networking.
  • At least 5 years experience in customer-facing positions as a professional services Solution Architect/engineer or similar.
  • Experience with modern software development methodologies.
  • Strong practical Linux or Windows systems administration skills.
  • Exceptional communication (written and verbal, internal and external) and presentation skills.
  • Quality, out-of–the box thinker that is open-minded, creative, intelligent, and self-confident.
  • Highly entrepreneurial with a strong passion, urgency, energy, dedication, and an unrelenting drive to succeed and win.
  • Team player that works well in collaborative situations and start-up like environments.
  • Strong domain knowledge in managing components of Public & Private cloud infrastructure, (AWS, Linux System Administration, Azure, VMware & OpenStack Cloud Infrastructure)
  • Working knowledge of Load Balancer setup.
  • Working experience of managing public & Private cloud infrastructure in the areas of networking, firewall, RBAC.
  • Demonstrated ability to administer and manage end-user environments including areas of monitoring, patching and updates.
  • Understanding of processes and methodologies that integrate public cloud setup with enterprise infrastructure.
  • Certifications from Cloud providers will add to the merits of the requirement.
  • Strong verbal and written business and technical communication skills.
  • A Bachelor’s Degree in Computer Science, Engineering, Mathematics, related field or equivalent experience.
  • Scripting experience a plus (Javascript, PowerShell, VB, Bash, etc.
  • Familiarity with Hypervisors (ESXi, Hyper-V, Xenserver, KVM, etc).
  • Team player that works well in collaborative situations and start-up like environments.
  • 4 – 10 years of relevant work experience. VCP, MCSE, MCDBA, and/or various UNIX certifications are a plus.

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-01-11

Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. 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 startup 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

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at [...] Employment Opportunity Statement: 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.

Senior Technical Support Engineer, Cloud Support - Opportunity for Working Remotely

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