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 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.

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.
• 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

• 5+ years of industry working experience.
• Bachelor's degree and 5+ years of industry experience, or Master's degree and 3+ years of experience, or equivalent experience in lieu of a degree.
• Excellent communication skills and account management/customer engagement experience.
• Fluency in spoken and written English.
• 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 hardware and software solutions.
• Experience with administering and troubleshooting multiple database types (e.g., Postgres & MS SQL).
• Knowledge in scripting languages such as Python / PowerShell.

Nice-to-haves

• Experience in troubleshooting during software updates and migrations.
• Ability to work independently to resolve customer issues.
• Demonstrated experience with proactive service and relationship development.

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.