Technical Support Engineer Ii

hace 5 días

Heredia, Costa Rica VMware A tiempo completo

**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.

**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 but not limited to:

- Troubleshoot with customers and/or reproduce issues in a lab environment
- Consistently document your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it
- Partner with internal stakeholders like engineering, field teams and other technical experts.
- Collaborate with experienced engineers to troubleshoot complex environments, review logs and communicate detailed action plans
- Research issues via our internal knowledge base
- Maintain a positive customer experience in every interaction.
- Deal with customers in English, Spanish and/or Portuguese languages within the LATAM region.
- Create and update knowledge base articles, as directed
- Complete various training programs designed to further enhance your skills.

**What are the performance outcomes over the first 3 months you will work toward completing?**
- As a first-year TSE with VMware 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.

**What skills, abilities and experience will make you successful in this role?**
- Minimum of 2-3 years of experience in software support
- Fluent written and verbal communication skills in English
- Experience with troubleshooting network connectivity
- Experience with firewalls and security related issues
- Experience with Storage Arrays or Appliances
- Experience with database related technology and administration (SQL Server, Oracle, DB2, etc.)
- Experience in Microsoft Active Directory
- Experience in providing Windows and some Linux/UNIX technical support to customers - Experience in Performance troubleshooting
- Experience with Kerberos and Single Sign-On
- Experience with Servers (Dell, HP, IBM, etc.)
- Experience with VMware Workstation and / or GSX Server
- **_ Preferred Qualifications_**
- Trilingual (Spanish, Portuguese, English) preferred
- Experience in Virtualization & Cloud computing
- Certifications (VCP, vCAP, RHCE, etc.)
- VMware Support/Deploy experience
- Daily use and experience with Linux/Windows Server
- Understanding of Database Systems
- Working experience working Case management utilizing SalesForce

**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 A. and Jose A. 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 can I learn more about the product group I would support**

The LATAM Support team is our premier team supporting our LATAM customers

Get hands on with the product in a virtual lab

**Is this an On-Site, Remote, or a Hybrid role and what is the work schedule?**
- This is a Hybrid position in which you will need to work at our Heredia offices some days and others remotely from home. Our amazing offices are located in the America Free Zone and offers parking, cafeteria, fitness center, game room and more
- The work schedule for this role is standard Monday - Friday 8am-5pm Costa Rican Time. The opportunity for overtime is available.

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