Technical Support Engineer 1 Heredia, Heredia

hace 17 horas

Heredia, Costa Rica VMware A tiempo completo

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

Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping VMware customers and committed to solving their most complicated issues in a timely fashion. As a Technical Support Engineer, you are the trusted ally of our customers and the expert they turn to for troubleshooting, diagnosis, and resolution. Our Technical Support Engineers are the “face” of VMware to IT professionals world-wide.

When you join VMware as a Technical Support Engineer, you will learn and support our latest technology, receive mentoring from Senior Engineers and become eligible for performance bonuses. TSE’s who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.

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

As a first-year TSE you will undergo a substantial skills development training program focused on learning our core products, tools & processes. After an 8-week onboarding program that includes technical and soft-skills training, you will shadow and collaborate with fellow TSEs to learn the skills and habits necessary to deliver unparalleled customer experiences. Within 12 weeks, you will begin engaging directly with VMware customers and partnering with them to resolve issues.

To be successful in this role, you must be a motivated self-starter and resourceful learner, possess strong customer interaction and problem-solving skills, and be able to prioritize multiple requests and work assignments. Do you have software knowledge and experience working in the technical support industry as an engineer? Do you possess a working knowledge of Windows and Linux operating systems? Do you have experience trouble-shooting hardware and/or software related issues? If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with VMware Global Support.

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

Our Technical Support Engineers are trusted advisors and experts that VMware customers seek out when they have a question or issue. The responsibilities for this role include:

- Troubleshooting with customers and/or reproducing issues in a lab environment
- Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it
- Partnering with internal stakeholders like engineering, field teams and other technical experts.
- Collaborating with experienced engineers to troubleshoot complex environments, review logs and communicate detailed action plans
- Researching issues via our internal knowledge base
- Maintaining a positive customer experience in every interaction.
- Dealing with customers in English, Spanish and/or Portuguese languages within the LATAM region.
- Creating and updating knowledge base articles, as directed
- Completing various training programs designed to further enhance your skills

**What is the leadership for this role? What is the structure and culture of the team like?**

This position reports to a Technical Support Manager based in our Costa Rica office led by Douglas Araya and Jose Alberto Umana who oversee the LATAM Team. You will also collaborate with teams from across the globe. Jose and Douglas, as leaders, will provide guidance and coaching to help you achieve your maximum potential. We value fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways of delivering support. Our culture is one of possibility. Everyone is empowered to develop new ways to achieve success.

**Where is this role located?**

The location of this role is based in our VMware office in Costa Rica, specifically in Americas Free Zone in Heredia. Work will be done from the office some days during the business week but can be performed virtually from anywhere within Costa Rica under a Hybrid mode.

**What are the benefits and perks of working at VMware?**
- Employee Stock Purchase Plan and 401(k) matching program
- Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
- Generous Time Off Programs
- 40 hours of paid time to volunteer in your community
- Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
- Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
- Wellness reimbursement and online fitness & well-being classes

This job requisition is not eligible for employment-based immigration sponsored by VMware.

VMware is an Equal Opportunity Employer and Prohibits Discrimination and H

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