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About the position
As a Technical Support Engineer - Level 3 at VMware by Broadcom, you will be immersed in a substantial skills development and learning program focused on VMware virtualization technologies. Your role will involve troubleshooting customer issues, engaging with account teams, and collaborating with engineering teams to provide world-class technical support. You will have the opportunity to develop your skills, assist colleagues, and contribute to the overall success of the support operation. The position emphasizes continuous learning, teamwork, and the ability to handle escalated customer issues effectively.
Responsibilities
- Resolve customer technical issues and support the team and support operation.
- Engage with account teams and managers to deliver technical support.
- Troubleshoot customer issues with the support of tenured engineers.
- Document interactions with customers regarding issues and resolutions.
- Work on escalated customer issues requiring expertise and ownership.
- Update and create knowledge articles for global circulation based on resolved issues.
- Facilitate proactive service and relationship development through regular calls with customers.
- Assist with troubleshooting during software updates and migrations.
Requirements
- Bachelor's degree preferred or equivalent years of experience in lieu of a degree plus 5+ years of industry working experience, or a Master's degree plus 3+ years of industry working experience.
- Excellent communication skills and account management/customer engagement experience.
- Fluency in spoken and written English language.
- Strong customer service and technical problem-solving skills.
- Experience with VMware products and a strong understanding of cloud and virtualization technologies.
Nice-to-haves
- Certifications in Linux or other technologies for managing on-premise or hosted hardware and software solutions.
- Knowledge in scripting languages such as Python or PowerShell.
- Experience in handling ESXi and vCenter deployments and upgrades.
- Expertise in troubleshooting vSphere & vCenter Server service down scenarios and performance issues.
Benefits
- Medical, dental and vision plans
- 401(K) participation including company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Company paid holidays
- Paid sick leave and vacation time
- Discretionary annual bonus
- Equity in accordance with equity plan documents
