Sr Technical Support Engineer - Opportunity for Working Remotely

Job Description Why will you enjoy this new opportunity? Working as an engineer in Success 360 means you will be working exclusively with the world's most recognizable companies. Health organizations that save lives, financial institutions that fund progress, retail and distribution companies that make commerce happen, even not-for-profits serving a world and planet in need. Enjoy a flexible work location, high visibility with key customers, and immense satisfaction from solving complex technical issues for organizations that move our world forward. Your work will be challenging, meaningful and create amazing opportunities to grow. VMware Success 360 is known as the epicenter for building the finest virtualization engineers, not just hiring them. Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? An engineer in Success 360 will be supporting complex situations inside of the world's largest and most innovative environments. In the first two (2) months successful candidates will demonstrate the hunger, dedication, and aptitude to marry existing VMware skills/strengths with focused VMware product training. Capitalizing on this time is critical because within three to four (3-4) months individuals will be fully engaged and successful in taking, managing, and resolving a moderate caseload of difficult but lower severity service requests (SRs). Successful engineers will be capable of operating independently, inside of a highly collaborative team, for all severities in four to five (4-5) months. From month six (6) to twelve (12), success is measured by how effectively you resolve a high volume of complex S360 service requests (SRs) in a manner that leads to customers who advocate for the VMware brand. **Strong experience with VMware virtualization products, particularly vSphere/ESX/ESXi, is often needed to achieve success at each milestone. After twelve (12) months you will be doing the above as well as mentoring new Technical Support Engineers (TSEs), leaning into more complex and escalated situations (as directed by managers), creating content for knowledge repositories, and volunteering for more advanced opportunities like technical presentations (e.g. VMworld, Technical Summits, etc.). The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? Success 360 Engineers will have the opportunity to receive, manage and resolve top customer service requests. Service requests are generated by customer demand within the VMware Customer Connect Portal. Engineers receive daily service request (SR) assignments from an auto assigner, global exchange processes, colleagues, or managers/leadership. Successful management and resolution of service requests include consistent, thoughtful, and well-communicated engagement throughout the lifecycle of a customer's request. That includes timely initial engagement (per VMware targets), precise scoping, clear and effective action plans, and regular customer updates that are documented in each service request (SR). Candidates should expect upwards of 30 service requests (SRs) to manage concurrently; a challenging but manageable workload for high-performing individuals. Success 360 engineers will also be a part of knowledge sharing, through collaborative chats, knowledge presentations as well as drafting internal and customer-facing knowledge articles. S360 engineers have occasional opportunities for onsite (virtual onsite in our pandemic age) for direct customer engagements, fly and fix, and presentations at events like VMworld/Technical Summits. Each support center (e.g. United States, Ireland, and India) has a defined set of staff and hours supporting global customers and customers centric to that region. Availability of Mon-Fri and weekend shift times vary based upon location; availability can change. Each engineer has a defined and generally consistent shift requiring an on-time start and some occasional overtime to ensure a quality customer experience. Shifts are generally aligned by tenure but best effort is made to align to accommodate quality of life/family balance. What is the leadership like for this role? What is the structure and culture of the team like? The leadership team believes we are people before we are employees. Healthy, passionate, and empowered people drive the outcomes successful organizations are built upon. We prefer clear objectives, enablement, and accountability over micromanagement. We work hard, we care deeply about our teammates and customers, we stay nimble, creative, and do our best to remain light-hearted. We are proud of the VMware brand but at the end of the day, we understand that work is not everything. Where is this role located? Flexible or Remote: This role accommodates flexible or remote working status. Flexible is a mix of working from a local VMware office and remote depending on your preferences and the arrangements determined with your future manager. Fully remote allows you the flexibility to work from the location you feel most productive and comfortable. This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry. Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2023-03-21 Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the best of the best supporting business-critical applications in a virtual infrastructure. What s in it for you? The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what s possible today at http://careers.vmware.com. Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.