VMware Senior Technical Support Engineer

hace 20 horas


San Francisco, Heredia, Costa Rica Vmware A tiempo completo

About the Role:

The VMware Premier Support for Telco team is seeking a highly motivated and experienced Senior Technical Support Engineer to join our dynamic team. As a Senior Technical Support Engineer, you will be responsible for providing reactive and proactive support to our customers who have deployed NFV infrastructure with VMware vCloud NFV.

Key Responsibilities:

  • Resolving complex customer technical issues
  • Supporting the team and the support operation
  • Authoring Knowledge Base articles and fostering knowledge sharing
  • Fostering an enhanced relationship with VMware Engineering, Core R&D, and Field Account teams
  • Providing formal root cause analysis on critical customer situations
  • Managing account document repository ensuring accuracy and completeness
  • Providing proactive customer notification of training opportunities, product alerts, new KB articles and bug updates
  • Providing technical assistance with support planning, upgrade and maintenance
  • Investigating opportunities to build/maintain internal technical environments for key customers
  • Developing a long-term business relationship with end customers

Requirements:

  • Fluent in spoken and written English
  • Able to work US Mountain Time Zone (Standard Shift M-F 8a-5p MST/MDT)
  • Previous experience in the Telecommunications industry
  • Strong networking experience, preferably with a background in Telco specialties like DPDK, SRIOV, eVPN etc.
  • Hands-on experience with VMware ESXi & vCenter or other VMware products
  • Strong knowledge in Linux, Microsoft Operating Systems, Storage Arrays or Appliances, Networking, TCP/IP, DNS
  • Experience designing and/or supporting large enterprise deployments
  • Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools like WireShark
  • Good practical working ability with Linux/UNIX utilities, including editors and command shells

About Us:

At VMware, we believe that technology can change everything. We are a leader in cloud infrastructure, application mobility, and digital workspace innovation, enabling our customers to accelerate their transition to a software-defined business.



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