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Senior Analyst, vSAN VMware Global Support Services

Cairo, Egypt

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Job ID R032222 Date posted Aug. 26, 2019

VMware's hyper-converged storage solution vSAN is growing fast and we are expanding our technical support team.  vSAN is a key component in VMware's vision of the software-defined datacenter (SDDC) and is a key product in our roadmap. This is a chance to position yourself at the heart of this sector with the industry leader in this field.

As a vSAN Technical Support Engineer, you will be passionate about providing an excellent support experience to strategically important customers that have embraced this technology.

To be successful in the role, you must have a strong background in supporting enterprise level storage solutions but also have an appetite to embrace new technologies. The right candidate will enjoy taking ownership of the support process from start to finish and maintaining a proactive customer first attitude throughout while developing excellent technical skills in vSAN.


·Provide exceptional technical support to vSAN customers via telephone, email and WebEx in fast paced and technically challenging situations.

·Responsible for scoping, diagnosing, reproducing and resolving technical queries in a timely manner while maintaining full ownership and a strong customer first attitude throughout the lifecycle of the query. 

·Work collaboratively with escalation engineers and colleagues across various teams such as Escalation Management, Field Sales and Support to ensure the optimum technical solution and advice is provided to the customer. 

·Troubleshoot and engage with the dedicated vSAN engineering team on customer issues including identifying viable workarounds. Additionally participate in testing alpha and beta versions and provide feedback to Engineering.

·Ensure appropriate prioritization and escalation for impactful customer issues to determine the best outcome for the customer and drive a better customer experience with every interaction with the customer.

·Mentor and provide training to other team members on enterprise storage topics while continuing to develop own expertise in storage and virtualization technology.

·Embrace VMWare’s approach to knowledge sharing by linking to existing solutions and writing technical solutions for reuse throughout the organization and customer base.  


·Fluent written and verbal communication skills in English

·Excellent interpersonal communication and customer service skills are essential in order to work successfully with customers in high stress and or ambiguous situations

·Strong work experience in a technical domain particularly in storage (iSCSI/SAN/FC)

·Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment

·Ability to follow standard engineering principles and practices

·Logical approach to problem solving

·Educational Qualification: Bachelor’s Degree or equivalent experience. CCNA / VCP / RHCE will be an added advantage

·Being vSAN Specialist certified is a plus

Good knowledge of some of the following technologies:

·Storage Hardware Architecture (Partitioning / RAID)

·File System Architecture 

·Experience trouble-shooting / administrating SAN environments (Fiber Channel or iSCSI)

·Networking knowledge

·Operating Systems including (Windows, Linux, UNIX)

·Working knowledge of backup software

·Experience with data recovery

·Familiarity with object based storage

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