Senior Technical Support Engineer

hace 3 semanas

Heredia, Costa Rica VMware A tiempo completo

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

Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you You will be working on the latest and best in class technology suite, becoming an expert in the industry. 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.

In this role, you will be joining VMware’s Horizon Technical Support Engineering team supporting the Horizon product suite. You will be in the forefront of the work from anywhere transformation helping our customers shift their workforce to remote and hybrid, which has only been accelerated by the worldwide pandemic.

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

As a Senior Technical Support Engineer on the Horizon team, you will learn and expand your knowledge of VMware's Horizon Product Suite and other offerings You wil help our customers troubleshoot, understand, and overcome challenges in their operations and resolve their technical issues. As a senior member of the team, you will also support your team mates by demonstrating best practices, knowledge creation/transfer and technical escalations.
- First steps in this role will be to upskill on our VMware Global Support processes and products, to understand how the technology works, and how our customers use it.
- Once achieved, you will begin to support our Horizon global customers to resolve their technical issues,
- As a senior engineer you will have input into R&D, engineering, and product development, advocating for how our customers are using the VMware Suite and supporting our field teams on customer engagements and escalations.
- Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days.

**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 Senior Technical Support Engineer in the End User Compute team, you will be responsible for resolving customer technical issues, supporting the team and the support operation. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills. You will be someone who embraces challenges and enjoys supporting colleagues and partnering with them.
- To be successful in this role, you will:_
- Work independently to resolve customer, and team issues.
- Support the management team in the overall development of the team.
- Strengthen your technical skills in the areas of networking, storage, TCP/IP, Operating Systems Knowledge (Windows, Linux, UNIX) and, virtualization and cloud computing.
- Drive communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer Management within the team.
- Troubleshoot, research and resolve issues, using labs, logs bundles, knowledge base, peer to peer collaboration and other tools you will learn in this role.
- As a Senior Technical Support Engineer, you will support the team, the operation, and the field with customer escalations.
- 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.
- The technical skills, experience, and abilities needed to be successful include:_
- 5+ years experience in a similar Technical Support Engineering role.
- Fluent in speaking, reading, and writing in English.
- Strong understanding of specific mobile device platforms - any one of the following Mobile platforms (IOS, Windows and Android)
- Advanced understanding of Windows Active Directory / Certificate Management / Windows Server Management / Exchange / O365
- Basics of SQL, API and Linux knowledge
- Wireless hardware, networks and respective components
- Client Server architecture
- Desktop Management (Windows / MacOS)

**Where can I learn more about the product group I would support?**

VMware Horizon is a virtualization software product for delivering desktops and apps on Windows, Linux, and MacOS systems. It is especially relevant today because so many of us are working remotely. Whether you’re a system administrator or a pizza delivery driver, you need easy and secure access to the apps and desktops that help you do your job.
- Get hands-on with the prod

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