Technical Support Engineer - SDWAN - Opportunity for Working Remotely (BB-BCE1A)

Encontrado en: Neuvoo Bulk CR


Job Description

Are you looking to be a leader in a dynamic and growing environment? If so, this role is for you.

In this role, you will be responsible for working closely with other support engineers, sales engineers, and customers to understand customer network configurations and problems that they may be facing or simply answering technical inquiries about SASE products. You will use your expert knowledge of Linux, APIs and MYSQL to establish root cause of customer issues. Customers may range from large enterprises to multinational telco service providers.

Sometimes this may involve raising the issue internally and keeping open communication with partners about the progress. You will engage customers via email and phone and provide timely and accurate information. One key objective would be to provide immediate solution/workaround and guide customers until the issue can be fully resolved.

What you will do

  • Build and nature a growing team of support engineers in a security product.

  • Engage with customers and partners on escalated support issues or critical customer situations.

  • Provide expert systems design, recommendations, and configurations.

  • Perform in-depth diagnostics and troubleshooting using networking tools.

  • Assist customers with testing or troubleshooting of networking or cloud service issues.

  • Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams

  • Maintain ticket database, logging issues and customer interactions.

  • Become a VMware SASE cloud services expert through self-study, company training, and a desire to excel and become an expert.

  • Participate in process improvements and initiatives based on feedback collected from different internal and external partners.

  • Manage and track progress toward action items, timelines, and due dates.

  • Follow published SLA for turning requests around in a timely manner.

  • Hours – Weekday shift work, shift may vary, possible on-call.

  • Required Skills

  • 5+ years’ experience working within a Technical/Customer Support team solving various issues.

  • Excellent customer facing communication skills

  • Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers

  • Experience with web technologies including HTTP, SSL

  • Excellent knowledge and prior experience supporting network security technologies such as: Proxies, NG Firewalls, SSL/IPSec, VPN’s, SSO

  • Knowledge of protocols such as HTTP, SMTP, FTP, DNS

  • Demonstrable experience with systems installation, configuration and administration of UNIX/Linux and Windows¬ based systems (prior Active Directory/LDAP experience desirable)

  • Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark

  • Proven experience escalating technical customer issues

  • Logging / SIEM experience such as Splunk

  • Very strong verbal and written communication skills (English)

  • Working knowledge of networking and security products and enterprise network infrastructure

  • Quickly assess and understand customers issues and business impact

  • Preferred Skills & Experience

  • Bachelor’s Degree in computer science, computer engineering, or equivalent advanced industry certifications

  • Experience with DLP or CASB technologies

  • Experience with Kubernetes clusters, ESX & KVM

  • Configuration management (ansible, chef, puppet, saltstack, etc.)

  • Experience with REST APIs, swagger and JSON

  • Experience using / building REST clients (curl, postman, python)

  • Basic understanding of MySQL

  • Comfortable with Salesforce and Jira

  • Ability to read/write in multiple languages

  • Category : Client Support
    Subcategory: Technical Support
    Experience: Manager and Professional
    Full Time/ Part Time: Full Time
    Posted Date: 2021-02-04

    Global 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 deliver

    calendar_todayhace 1 día

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