Why will you enjoy this new opportunity?

This Staff Technical Support Engineer - vSphere role is an opportunity to solve complex problems for some of VMware’s largest customers. Being a Staff Technical Support Engineer will allow you to deep dive the complexes within vSphere and many other technologies. Are you a team leader who enjoys growing the skills of a team? Do you flourish with getting things done with influence in a way that builds a sense of ownership and dedication with the rest of the team? If so, then this Staff Technical Support Engineer role in VMware’s Global Support Organization is the right next step in your career.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

• Within 30 days of employment, become competent with VMware’s escalation handling, methods to support frontline support engineers (TSE’s), and engaging VMware’s engineering teams.
• Within 90 days of employment, you will be handling challenging escalations and assisting front line support team with case handling, complex support requests, and mentoring.
• Within 180 days you’ll be able to seamlessly partner with VMware support’s other technology domains (storage, networking, cloud, and EUC) to solve complex multiproduct escalations.
• Within 360 days along with the above, you will be collaborating to develop supportability feedback with VMware’s engineering team and building short training modules for the front-line support teams.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Own and drive crisis situations that may involve technically challenging issues and diverse audiences.
• Identify knowledge opportunities and create documentation or training to resolve the gaps.
• Mentor, coach, and facilitate the success (technical & soft skills) of front line technical support engineers.
• Respond to informal/formal TSE requests for assistance and follow through to resolution.
• Build and maintain strong relationships with other groups in VMware support, engineering, field teams, and partners.
• Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities.

What is the leadership like for this role? What is the structure and culture of the team like?

The hiring manager for this role is Steven Rogerson, Director, Global Support, vSphere Compute & VMware Cloud Foundations (VCF). His expertise has been built from the frontlines with roles in support delivery, account & program management, and escalations.

Steven’s management philosophy is to encourage members of the team to drive ownership in their interactions and feel empowered to move difficult situations forward. Steven looks for people with a diverse set of talents that are passionate about technology and enjoy communally trying to solve complex problems.

Instead of only pointing out problems, we solve them.

Steven manages the America’s backline support team across vSphere Compute and VCF. The team is mostly based in Colorado. Other team members are in Canada and other States.

Where is this role located?

Location: Colorado. Open to remote.

Remote: This role is fully remote, allowing you the flexibility to work from the location you feel most productive and comfortable, or the location agreed upon with your hiring manager. You will be expected to live within a number of time zones from your team as defined by your business.

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.

• Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
• Generous Time Off Programs
• 40 hours of paid time to volunteer in your community
• Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
• Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
• Wellness reimbursement and online fitness and wellbeing classes

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2023-04-07

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

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.