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Careers in Client Support

Client Support

Senior Technical Support Engineer - Premier Services (Storage/Networking)

Broomfield, Colorado

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Job ID R1901195

As a Senior Technical Support Engineer (Storage and Networking) you will be providing support to customers, using VMware products, in 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:

  • Supporting our most strategic Premier Services customers
  • Focus on day to day SR resolution and proactively drive progress
  • Meeting aggressive responsiveness and resolution targets
  • Expected to be a Subject Matter Expert (SME) in at least one VMware Product within 9-12 Months of completing onboarding training.
  • Ability to deliver a consistent experience with high quality and effectiveness with minimal managerial oversight.
  • Leading on authoring Knowledge Base – high value on knowledge sharing.
  • Participation in mentoring, new hire events, and delivering technical training.
  • Capable of researching newly discovered issues.
  • VMware troubleshooting review (log analysis/troubleshooting process)
  • Foster an enhanced relationship with CPD, Core R&D, and the Field Account teams
  • Work closely with Account Managers to provide world class customer service to the client
  • Provide formal root cause analysis on critical customer situations
  • Manage account document repository ensuring accuracy and completeness.
  • Proactive Service and Relationship Development
    • Conduct weekly semimonthly or monthly meetings for case reviews to identify issue trends and opportunities for corrective actions
    • Proactive customer notification of training opportunities, product alerts, new KB articles and bug updates
    • Provide technical assistance with support planning, upgrade and maintenance
    • Investigate opportunities to build/ maintain internal technical environments for key customers
    • Coordinate onsite visits in conjunction with TAM and TSM
    • Review customers change management process / documents for gaps against known best practices.

Qualifications

  • Recommended 5+ years of industry experience
  • Strong customer advocacy and relationship building skills.
  • Strong technical writing skills.
  • Strong verbal communication, project management and problem solving skills.
  • Account management experience and/or customer engagement responsibility is desirable.
  • The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources.
  • Ability to research problems and document their solutions.
  • Foundation level knowledge in storage and networking
  • The TSE demonstrates an ability to manage time efficiently, balancing competing priorities.
  • Must be able to travel (domestic & international).
  • Available for on-call, after-hour rotations, or holidays with prior notice.

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  • Client Support, Broomfield, Colorado, United StatesRemove