Job Details

Company Overview:VMware is the global leader in virtualization and cloud infrastructure solutions that enable businesses to thrive in the Cloud Era. vSphere is the industry-leading software powering the Software-Defined Datacenter (SDDC). Our Global Support organization brings together an extraordinary and diverse group of people that supports over 250,000 companies in 100+ countries. Our team supports the entire suite of VMware products, providing time-zone optimized coverage throughout five major support centers globally.Our people are at the core of everything we do. We deeply value execution, passion, integrity, customers, and community. Do you crave a work environment of energy, innovation, and collaboration? Then come be part of our team. Work Here. Transform Everywhere. Visit: mware.com .The Elevator Pitch: Why will you enjoy this new opportunity?Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping VMware customers and committed to solving their most complicated issues in a timely fashion. As a Technical Support Engineer, you are the trusted ally of our customers and the expert they turn to for troubleshooting, diagnosis, and resolution. Our Technical Support Engineers are the “face” of VMware to IT professionals worldwide.Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing?As a Technical Support Engineer in Global Support, you will learn and support our core products (ESXi/vCenter/vSphere). After a 6-week onboarding program that includes technical and tools training, you will shadow and collaborate with fellow TSEs to learn the skills and habits necessary to deliver unparalleled customer support experiences. Within 10 weeks, you will begin engaging directly with VMware customers and partnering with them to resolve issues.To be successful in this role, you must be a motivated self-starter and resourceful learner, possess strong customer interaction and problem-solving skills, and be able to prioritize multiple requests and work assignments. Do you have an undergraduate degree in CIS/MIS, Computer Science, Electrical Engineering, Information Technology, Math or Communications? Do you possess a working knowledge of MS Windows and Linux operating systems? Do you have experience troubleshooting hardware and/or software? If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with VMware Global Support.What type of work will you be doing? What assignments, requirements or skills will you be performing on a regular basis?Our Technical Support Engineers are trusted advisors and experts that VMware customers seek out when they have a question or issue. The responsibilities for this role include:+ Engaging with VMware customers via chat, email, and phone+ Troubleshooting with customers and reproducing issues in a lab environment+ Documenting your interactions with customers or internal stakeholders regarding their issue in our Salesforce Lightning ticketing system+ Collaborating with experienced engineers to troubleshoot complex environments, review logs and communicate detailed action plans+ Researching issues via our internal knowledge base+ Partnering with internal stakeholders like engineering, field teams and other technical experts+ Creating and updating knowledge base articles, as directed+ Completing various training programs designed to further enhance your skillsAs a Technical Support Engineer II, you would be expected to bring most of the following skills and experience to this role:+ Experience installing, configuring & troubleshooting MS Windows Server+ Experience troubleshooting Linux or UNIX and providing technical support to customers+ Experience in LAN/WAN environments.+ Experience with Server Management Software (HP Insight Manager, IBM Director, Dell Open Manage)+ Experience with troubleshooting hardware related issues+ Experience Troubleshooting 3rd party application integration.+ Familiarity with kernel (Linux) or registry (Windows) configuration and debugging.+ Minimum 3+ years experience in software and hardware support+ Strong working knowledge of Microsoft operating systems, x86 platforms, devices, and networking+ Experience installing & configuring ESX server and/or Virtual Center server+ Case Management skills+ Outstanding written and verbal communication skills+ Exceptional collaboration skills and a passion for problem solving+ Standard hours of operation in the Broomfield center are 7am–7 pmMountain Time and might include weekend coverage.+ B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experienceWhat is the leadership for this role? What is the structure and culture of the team like?This position reports to a Technical Support Manager based in our Broomfield, Colorado office but you will collaborate with teams from across the globe. Your leader will provide guidance and coaching to help you achieve your maximum potential. We value fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways of delivering support. Our culture is one of possibility. New and innovative ideas are always welcome. Everyone is empowered to develop new ways to achieve success.Where is this role located?The location of this role is based in our VMware office in Broomfield, Colorado. Work will be done from the office some days during the business week but can be performed virtually from any where within the United States.What are the benefits and perks of working at VMware?You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights. You can view the complete benefits package by visiting: www.benefits.vmware.com+ Employee Stock Purchase Plan and 401(k) matching program+ Medical Coverage, Retirement, and Parental Leave Plans for All Family Types+ Generous Time Off Programs+ 40 hours of paid time to volunteer in your community+ Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities+ Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)+ Wellness reimbursement and online fitness & well-being classesThe hiring range for this position is typically: $63,0000 - $85,000.00. Actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at mware.com/. *Note: Disclosure of Colorado pay and benefits required per sb19-968.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_ .**Category :** Client Support**Subcategory:** Technical Support**Experience:** Manager and Professional**Full Time/ Part Time:** Full Time**Posted Date:** 2022-04-27Global 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 deliverVMware 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 mware.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.