Advanced Network Architectural Specialist

hace 7 días


San Francisco, Heredia, Costa Rica Vmware A tiempo completo

**Overview of Our Team**

We are a global organization with over 250,000 customers in more than 100 countries. Our team is comprised of highly skilled engineers who provide technical support and expertise to our clients.

**Job Description**

As a Senior Technical Support Engineer at VMware, you will play a key role in assisting leadership and the team with customer technical issues. You will be responsible for mentoring, teaching, and guiding other team members to achieve complete customer satisfaction.

**Key Responsibilities**

- Work independently to resolve complex customer, TSE, and team issues, supporting management in overall development of the team.

- Encourage collaboration, participation, and teamwork at all levels within the department.

- Drive communication and technological skills, including technical expertise, applied logic, time, queue, and customer management within the team.

- Be approachable to all TSEs and teach them to do the work, not do it for them.

- Willingness to jump in on any case at a moment's notice as needed.

- Resolve complex queries while providing world-class support to our customers, including supporting TSEs with their challenges.

- Support the team, operation, and field with customer escalations.

- Partner with Engineering, Field Teams, and Technical Experts to resolve issues making it easier for customers to use our technology.

- Create and update knowledge articles for global circulation and use based on resolved issues.

**Requirements and Qualifications**

- 5+ years of relevant Technical Support Engineering experience in Network Support/Virtualization.

- Fluency in spoken and written English.

- Advanced experience with networking, L2/L3 protocols, switching technologies, routing fundamentals, IP subnetting, address management, firewalling, and load balancers.

- Experience with network components such as ASR routers, switches, firewalls, ASA, VSG, Nexus1000V, BGP & OSPF protocol, Cisco UCS, and storage.

- CCNA or equivalent certification and/or related work experience.

- Familiarity with systems management concepts, processes, and standards, capacity/performance management and tuning, and storage/network management.

- Hands-on experience with Linux/UNIX-based operating systems, strong CLI skills, and working knowledge of general system and network troubles.

**Benefits**

- Opportunity to develop multiple skill sets through additional training, learning tools, research time, and dedicated training days.

- Environment of trust, ongoing development, and coaching where you're empowered to develop and achieve success.

- Surrounded by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.



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