VMware Technical Support Engineer

hace 7 días


San José, San José, Costa Rica Palo Alto Networks A tiempo completo

Our Mission

We're on a mission to protect our digital way of life by being the cybersecurity partner of choice. As a member of our technical support team, you'll play a critical role in achieving this goal.

We're not just building a company - we're shaping the future of cybersecurity. Our dedication to our customers doesn't stop once they sign up; it evolves with the ever-changing threat landscape and technological advancements.

As a technical support engineer, your responsibilities will include:

  • Providing technical support to customers and partners on complex post-sales concerns
  • Configuring, troubleshooting, and providing best practices to customers
  • Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Isolating faults and conducting root cause analysis for technical issues
  • Publishing technical support bulletins and documentation in the knowledge base
  • Reviewing technical documentation for training materials, marketing collateral, manuals, and guides
  • Traveling to customer sites for critical situation resolution and providing on-call support 24/7 as needed

Key Responsibilities

You'll be responsible for:

  • Delivering high-quality technical support to customers and partners
  • Collaborating with cross-functional teams to resolve complex technical issues
  • Developing and maintaining technical documentation and knowledge base articles
  • Participating in technical discussions and creating an environment of transparency and open communication

Requirements

To succeed in this role, you'll need:

  • Strong analytical and problem-solving skills, with the ability to see the bigger picture
  • Able to effectively communicate with all levels and stakeholders on complex technical issues
  • Knowledge of virtualization hypervisors, including VMware ESX/ESXi, KVM/Qemu, Citrix, XenServer, and Microsoft Hyper-V
  • Demonstrable basic knowledge of cloud platforms, including AWS, Azure, GCP, OCI, and Alibaba
  • Experience deploying third-party networking and security services into VMware NSX for vSphere
  • Good understanding of networking protocols, security protocols, and operating systems

The Team

You'll be joining a dynamic and collaborative team that's passionate about cybersecurity and committed to delivering exceptional support. We offer a competitive compensation package, opportunities for growth and development, and a dynamic work environment.



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