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Careers in Client Support

Client Support

Senior Technical Support Engineer

Broomfield, Colorado

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Job ID R1812254

Competencies 

  • Demonstrates strong work ethic and is committed to seeing tasks through to completion
  • Strong communication skills, business acumen, customer focus and are results oriented
  • Thinks clearly and makes quality decisions even in high pressure and adverse situations
  • Readily and easily switches gears in response to unexpected events and circumstances
  • Anticipates obstacles or problems and takes timely steps to minimize their impact on intended results
  • Builds trust and respect with people outside immediate workgroup
  • Able to lead a larger perspective, identifying and evaluating opportunities where cross-group collaboration would enhance the operations
  • Desire to educate others on the VMware vSAN products, ESX and Virtual Center products and committed to team and product improvements

Responsibilities

  • As Technical Support Engineer 4 you will represent VMware and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in VMware software products, and manage relationships with those customers
  • Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management
  • Exhibit leadership through personal responsibility, accountability and teamwork
  • Act as a technical focal point in cooperative relationships with other companies
  • Manage crisis situations that may involve technically challenging issues and diverse audiences
  • Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation
  • Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs
  • Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently
    Travel within the US and internationally may be available
  • Provide guidance to and help with technical development of aligned Technical Support Engineer’s (TSE’s)
  • Assists
    • Respond to informal/formal TSE requests for assistance and follow through to resolution
    • Actively engage TSEs to educate them on how the issue was resolved
  • Developing and maintaining productive relationships with members of all VMware functional groups
  • Participate in strategic TSE case review including backlog, idleness and identifying technical and procedural deficiencies
  • Provide informal feedback to aligned front line managers regarding TSE performance
  • Assist TSE’s and Duty Manager with end of day center transfers as required
  • Work with TSEs proactively to enhance customer experience, ensures that SRs are on the right track and removes technical roadblocks
  • Proactively contributes to technical Knowledge base by writing KB articles and guide frontline TSEs to write/contribute to KBs  
  • Direct TSE’s to follow best practices in case/call management
  • Promote cases to Sr. EE after determining they are out of their scope

Requirements

  • Advanced level knowledge in VMware vSAN products, ESX and Virtual Center products
  • BS/BA degree or equivalent technical experience
  • Experience with technical support processes, case management tools and ticketing systems
  • Familiarity with VMware vSAN products, ESX and Virtual Center products

within large enterprise customers and/or service providers is required

  • Track record of accomplishment and effectiveness within organizations
  • Strong customer advocacy and relationship building skills
  • Strong verbal communication and problem solving skills
  • The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources
  • Comprehensive knowledge in the following technologies;
    • Linux
    • Microsoft Operating Systems
    • Storage Arrays or Appliances
    • Networking, TCP/IP, DNS
  • Organized and analytical, identifies critical issues with ease, adept in problem resolution including root cause analysis
  • Able to deal with the stress related to escalation impact and resolution timeframes and conflicting/competing priorities
  • Some travel will be required, up to 20%

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  • Client Support, Broomfield, Colorado, United StatesRemove