VMware

Senior Technical Support Engineer - Opportunity for Working Remotely (BB-2B6D8)

Encontrado en: Neuvoo CR

Descripción:

Job Description

As a Senior Technical Support Engineer (TSE) 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 Production and 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 (SME) in at least one VMware Product within 6-9 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
  • Proactive Service and Relationship Development
  • Provide technical assistance with support planning, upgrade and maintenance
  • 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
  • Foundation level knowledge in vSphere
  • 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

  • Category : Client Support
    Subcategory: Technical Support
    Experience: Manager and Professional
    Full Time/ Part Time: Full Time
    Posted Date: 2021-02-24


    calendar_todayhace 5 días

    report

    info FULL TIME

    location_on Heredia, Costa Rica

    work VMware

    Aplicar:
    Autorizo expresamente a la Términos y condiciones

    Empleos similares