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Technical Support Engineer - vSAN

Heredia, Costa Rica

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Job ID R1903077 Date posted Mar. 19, 2019

Technical Support Engineer –vSANTeam

VMwarevSANis the industry-leading software powering Hyper-Converged Infrastructure solution .vSANis a core building block for the Software-Defined Data Center. 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.


  • Provide World Class Technical Support for the VMwarevSANProduct

  • Respond tovSANcustomer inquiries, primarily by telephone, email, and instant messaging systems

  • Work flexible schedules, which may includemorningsevenings, weekends or holidays.

  • Resolve customer technical issues with thevSANproduct through diligent research, reproduction, and troubleshooting.

  • Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.This includes VMware partners.

  • Document all technical inquiries, develop and review content for a knowledge base.

  • Help test alpha and beta products.


  • Speak Portuguese and English fluently 

  • Write Portuguese and English with fluency 

  • Knowledge of networking protocols and network architecture in enterprise environments

  • Experience in an enterprise LAN/WAN environment.

  • Experience with Windows and Linux Networking.

  • Understanding of Storage Hardware Architecture (Partitioning / RAID) and experience with storage troubleshooting

  • Strong knowledge of and experience in supporting Linux/UNIX environment.

  • Linux storage preferred – Linux Admin experience acceptable

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

  • Excellent understanding of Network Attached Storage (NAS).*

  • Working knowledge of NAS protocols (CIFS, SMB, NFS).

  • Understanding of Storage Hardware Architecture (Partitioning / RAID).

  • Experience configuring SAN Storage Arrays.

  • Experience with Microsoft Cluster Services (MSCS).

  • Working knowledge of backup software (EMC Networker, VERITAS, NetBackup, Tivoli Storage Manager, Backup Exec).

  • Experience resolving system crashes and hardware related issues.

  • Experience with trouble-shooting hardware related issues.

  • Experience Troubleshooting 3rd party application integration.

  • Experience Performance troubleshooting.

  • Minimum of 3+ years of combined experience supporting software and hardware.

  • Experience working within an Enterprise IT Support environment.

  • Excellent interpersonal skills.

  • Case/Customer Management skills.

Highly Preferred Skills

  • Experience withESXiServer,vCenterServer and/or other VMware products.

  • Experience with Cisco or Network hardware manufactured products.

  • Experience with Server Hardware (Dell, HP, IBM,etc).

  • Experience with switch and routing protocols (CCNA).

  • Knowledge of remote storage mirroring (EMCMirrorViewor SRDF).

  • Experience with data recovery.

  • Experience with scripting and programming (C, C++, Perl, Python, Bash).

  • Experience with advanced configuration of Windows and Linux Networking.

  • Familiarity with object based storage.

  • Experience with VMware products a plus. 


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