Search

Use your LinkedIn profile to find the right job match for you.

Job Match
Skip to main content

Premier Senior Technical Support Engineer (System Management)

Cork, Ireland

Apply now
Job ID R1906163 Date posted May. 20, 2019

Job Description

As a Premier Senior Technical Support Engineer (System Management) you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

Responsibilities:

  • Supporting our most strategic Premier Services customers
  • Focus on day to day SR resolution and proactively drive progress
  • Meeting aggressive responsiveness and resolution targets
  • Expected to be a Subject Matter Expert in at least one VMware Product within 9-12 months of completing onboarding training
  • Ability to deliver a consistent experience with high quality and effectiveness with minimal managerial oversight
  • Leading on authoring Knowledge Base – high value on knowledge sharing
  • Participation in mentoring, new hire events, and delivering technical training
  • Capable of researching newly discovered issues
  • VMware troubleshooting review (log analysis/troubleshooting process)
  • Foster an enhanced relationship with CPD, Core R&D, and the Field Account teams
  • Work closely with Account Managers to provide world class customer service to the client
  • Provide formal root cause analysis on critical customer situations
  • Manage account document repository ensuring accuracy and completeness
  • Proactive Service and Relationship Development
  • Conduct weekly semimonthly or monthly meetings for case reviews to identify issue trends and opportunities for corrective actions
  • Proactive customer notification of training opportunities, product alerts, new KB articles and bug updates
  • Provide technical assistance with support planning, upgrade and maintenance
  • Investigate opportunities to build/ maintain internal technical environments for key customers
  • Coordinate onsite visits in conjunction with TAM and TSM
  • Review customers change management process / documents for gaps against known best practices

Qualifications

  • Recommended 5+ years of industry experience
  • Strong customer advocacy and relationship building skills
  • Strong technical writing skills
  • Strong verbal communication, project management and problem solving skills
  • Account management experience and/or customer engagement responsibility is desirable
  • The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources
  • Ability to research problems and document their solutions
  • The TSE demonstrates an ability to manage time efficiently, balancing competing priorities
  • Must be able to travel (domestic & international)
  • Available for on-call, after-hour rotations, or holidays with prior notice
Employees at work Explore This Location

Related Stories