Technical Support Engineer Ii

hace 2 semanas

Heredia, Costa Rica VMware A tiempo completo

**The Elevator Pitch: Why will you enjoy this new **opportunity?**

Are you passionate about learning and working with new VMware cloud technology and expanding your current technical expertise all while solving complex problems for key customers? Are you a natural collaborator that craves working with enthusiastic, creative, customer focused teams that support the world's leading edge software products spanning every imaginable industry across the entire globe?

Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment.

**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**

As a Level 2 Technical Support Engineer, we will expand your VMware Cloud skills and expertise. You will be provided an opportunity to leverage virtualization technologies and help our customers troubleshoot, understand, and overcome challenges in their operations on a daily basis
- When you join the team, the process begins with your success in mind. Our robust onboarding and training process will create a base for you to build and grow from
- Once onboarding is achieved, you'll be given an opportunity to work with tenured engineers to expand your troubleshooting, research, and lab reproduction to resolve customer issues.
- As your VMware Cloud skills grow, you may work on additional product lines and progress your skillset on more technologies.
- You'll work with senior engineers to build cases that shape product development, based on how our customers are utilizing and need the VMware Cloud services to operate.
- Throughout your career at VMware, you will be able to develop through training, learning tools, research time, and training days.
- VMware knows the world is always moving forward. We move with it. We strive to not only make you an expert but keep you there. Continuous training, career development, and a focus on providing superior customer support makes sure you are always growing and ready to exceed the customers' expectations for support delivery.

**The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?**

As a Level 2 Technical Support Engineer, you will be responsible for resolving customer technical issues and supporting the junior members of the team. Key strengths for this role include mentoring, positive attitude, strong customer service skills and technical problem-solving skills. You will work cases directly with our customers with a single goal in mind - complete customer satisfaction
- To be successful in this role, you will:_
- Utilize your communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management.
- Expand on your VMware Cloud fundamentals to resolve complex queries while providing world class support to our customers.
- Troubleshoot, research, and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role.
- Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.
- Update and create knowledge articles for global circulation and use based on the issues you have resolved.
- Work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.
- What Skills, Abilities, and Experience will help you along the way?_
- Relevant experience supporting Enterprise solutions, dealing with various global customers, maintaining and establishing the relationship with them
- Fluent English - written and verbal communication skills
- Familiarity with AWS and have supporting Cerfitications
- Familiarity with Hypervisors (ESXi, Hyper-V, Xenserver, KVM, etc).
- Experience with modern software development methodologies and Networking.
- VCP, MCSE, MCDBA, and/or various UNIX certifications are a plus.
- Scripting experience a plus (Javascript, PowerShell, VB, Bash, etc.
- Linux/Unix administration basic skills.

**What is the leadership like for this role? What is the structure and culture of the team like?**
- The hiring manager for this role is an experienced Technical Support Manager of our Cloud Technical Support team The Cloud team is proud of their prestige within our Global Support Organization that emphasizes collaboration, transparency, and career growth. Additionally, they believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion
- As a Technical Support Engineer, you can expect to be challenged daily to brin

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