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Technical Support Engineer - Emerging Products Group

Broomfield, Colorado

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Job ID R1910446 Date posted Jul. 09, 2019
Technical Support Engineer - Emerging Products Group

Engineers support over 250,000 companies running VMware products across three technology layers in over 100 different countries. They support the entire suite of VMware products for global customers and partners, interfacing with them via the phone, email, and web. They resolve customer technical issues through diligent research, reproduction, and troubleshooting utilizing a wide range of skills including virtualization administration, system administration, and software development.

Responsibilities
• Respond to customer inquiries, primarily via email and telephone
• Resolve any customer technical issues through diligent research, reproduction, and troubleshooting
• Provide guidelines and best practices on planned projects and activities
• Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
• Document all technical inquiries; develop and review content for knowledgebase
• Provide training or assistance to junior staff
• Participate in testing alpha and beta products, help customers adopt
• Be an advocate for virtualization
• Troubleshoot and engage with engineering on customer reported issues

Requirements
• Experience dealing with various global customers, maintaining and establishing relationship with them
• Capable of running status calls with the customers to keep them up to date with all relevant opened isses, and on-going projects
• Able to handle escalations with demanding customers at a technical and management level
• Experience in providing Windows/Unix/Linux technical support to enterprise customers.
• Networking: In-depth understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting, routing, firewalling, load balancers, VPN and network design
• Experience designing and/or supporting large enterprise deployments.
• Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark)
• Good practical working ability with Windows/Linux/UNIX utilities, including editors and command shells
• B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
• Exceptional written and verbal communication skills


Highly Preferred Skills
• Hands on experience with VMware ESX Server or VMware products
• Ability to program and debug bash, perl and python scripts
� Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols
• Previous exposure to Cloud Management Platforms such as OpenStack, CloudStack, vCAC including Networking enabled by software
• Familiarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC
• Hands-on and working with key technology solution/language/tools e.g. CloudStack, OpenStack, AWS, KVM, libvirt, Chef, Puppet, Python, CMS, DynamicOps, API, etc.
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