Dedicated Technical Support Engineer (TSE 3)

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 managers 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 world-class technical support.
• Troubleshoot customer issues with the support of tenured engineers.
• Document interactions with customers regarding issues and resolutions.
• Provide formal root cause analysis on critical customer situations.
• Update and create knowledge articles for global circulation.
• Facilitate proactive service and relationship development through regular cadence calls with customers.
• Assist with troubleshooting during software updates and migrations.

Requirements

• 5+ years of industry working experience.
• Bachelor's degree and 5+ years of industry working experience, or a Master's degree and 3+ years of 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.

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.