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About the position
As a Technical Support Engineer - Level 3 at VMware by Broadcom, you will be working on the latest technology to become an expert in the IT industry. You will undergo a substantial skills development and learning program to help customers troubleshoot and overcome challenges in their IT infrastructure. Your role will involve troubleshooting customer issues, supporting the team, and engaging with account teams and engineering teams to deliver world-class technical support. You will also have opportunities to develop through training and learning tools, and may run case clinics to benefit other team members as you progress in your career.
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 independently to resolve customer issues.
- Partner with Engineering and Field Teams to resolve issues.
- Update and create knowledge articles for global circulation.
- Provide formal root cause analysis on critical customer situations.
- Facilitate proactive service and relationship development with customers.
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 preferred plus 3+ years of industry working experience.
- Excellent communication skills and account management/customer engagement experience.
- Fluency in spoken and written English.
- Good experience with VMware products and strong understanding of cloud and virtualization technologies.
- Advanced knowledge of vSphere ESXi and vCenter Server.
- Experience in handling ESXi and vCenter deployments and upgrades.
- Expert in troubleshooting vSphere & vCenter Server service down scenarios and performance issues.
- Expert knowledge in VMFS/NFS architecture and troubleshooting.
- Experience with core vSphere features such as HA / DRS / vMotion.
- Certifications in Linux or other technologies for managing on-premise or hosted hardware and software solutions.
- Experience with administering and querying/troubleshooting multiple database types e.g. Postgres & MS SQL.
- Knowledge in scripting languages such as Python / PowerShell.
Nice-to-haves
- Experience in multi-vendor troubleshooting.
- Experience with proactive service and relationship development.
- Experience in troubleshooting during software updates and migrations.
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.
