Technical Support Engineer - Level 3

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Job Description:

Job Description - Technical Support Engineer – VCF 

Why will you enjoy this new opportunity?

Are you passionate about learning new technology and solving complex problems for customers? Do you like to work as part of a team? Do you like to learn from others? Do you like to share your knowledge? If the answer to these questions is yes, then VMware by Broadcom has a Technical Support role for you. You will be working on the latest and top of the line technology to become an expert in the IT industry. We take great pride in helping our engineers to develop themselves and become experts in their chosen fields.

What can you expect in the first 6-12 months of your career with VMware by Broadcom?

As a first-year Technical Support Engineer - Level 3, you will undergo a substantial skills development & learning program and expand your VMware virtualization technologies in order to help our customers troubleshoot, understand, and overcome challenges in their IT infrastructure.

• Post the product training, first steps in this role will be to upskill on our support processes and products and to understand how we work as part of a global team.

• Once achieved, you will begin to troubleshoot customer issues with the support of tenured engineers through the knowledge you have gained. You will quickly learn to troubleshoot and handle customer support requests individually and use your experience + new skills gained to bring benefit to others in the team.

• As well as assisting others, you will work on escalated customer issues where expertise with product, and overall ownership is required.

• Supporting our most strategic customers will be a priority.

• Engagement with account teams and managers will be required to deliver world class technical support.

• You will engage regularly with the engineering team(s) in order to bring value to customers, and to resolve politically and technically escalated issues.

• As your skill set grows, you may choose to work on additional product lines and progress your skillset on more technologies or seek to become expert in a wide variety of products and or technology related to our product portfolio.

• Throughout this time, and your career at VMware by Broadcom, you will be able to develop through training, learning tools, research time and training days.

• As you approach the 12-month period of your tenure, you may wish to run case clinics to benefit other members of your team, in particular 1st and 2nd level engineers.

• You will keep in mind at all times where written content can be delivered via KB and or TOI to enhance troubleshooting and problem-solving capabilities of your team(s) and or customers.

• Environment permitting, there may be a requirement to visit customer premises in order to carry out troubleshooting, and or environment reviews.

If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with Broadcom.

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

As a Technical Support Engineer in the VCF Division, you will be responsible for resolving customer technical issues, supporting the team and the support operation. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges and enjoys supporting colleagues. 

To be successful in this role, you will:

• Have 5+ years of Industry working experience.

• Bachelors degree preferred or equivalent years of experience in lieu of a degree may be considered.

• Hold excellent communication skills and account management/customer engagement experience.

• Be fluent in spoken and written English language.

• Work independently to resolve Customer issues and support the management team in overall development of the team.

While you hold a good experience with VMware products and strong understanding of cloud and virtualization technologies. The following will help you to be successful and support global customers while you assist the team that you will work with in the organization.

• Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.

• Advanced knowledge of vSphere ESXi and vCenter Server.

• Experience in handling ESXi and vCenter deployments and upgrades.

• Expert in troubleshooting vSphere & vCenter Server service down scenarios and performance issues.

• Expert knowledge in VMFS/NFS architecture and troubleshooting.

• Experience in handling issues related to core vSphere features such as HA / DRS / vMotion.

• Certifications in Linux, Linux-enabled solutions, or other technologies for managing on premise or hosted hardware and software solutions will allow you to navigate through complex issues (e.g., Installation, Upgrades, Setting up Networking, Managing System Storage)

• Expert in reviewing and investigating the log files to identify the root cause and resolution.

• Demonstrating experience with administering and querying/troubleshooting multiple database types e.g. Postgres & MS SQL.

• Knowledge in any scripting languages such as Python / PowerShell etc.

• Troubleshoot, research, and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role. 

• Partner with Engineering, Field Teams, and technical experts to resolve issues to make it easier for customers to use our technology.

• Updating and creating knowledge articles for global circulation based on the issues you have resolved.

• Provide formal root cause analysis on critical customer situations

• Facilitate Proactive Service and Relationship Development through regular cadence calls with the customer

• Represent VMware and provide technical expertise for multi-vendor troubleshooting.

• Assists with troubleshooting during software updates and migrations.

Work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success. 

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

• The selected candidate will be reporting to one of the Technical Support Managers. Managers have a considerable amount of experience in managing enterprise support and leading the team to success through the company’s values. Leadership is deeply invested in the teams’ careers development and has a successful track record of ensuring the team is successful as a unit and ensuring the individual team members progress in their careers.

• Leadership practices high ethical management and provides a good work environment while being employee friendly.

• The core team comprises engineers at different levels (L1, L2 and L3) supporting vSphere suite of products. The team is part of the 24x7 support structure and demonstrates work flexibility to ensure we meet customers contractual requirements.

• While the team has loads for fun and engagement, we also work in partnership with peers across the globe working during different time zones. The role requires the candidate to be flexible to work in any shift during weekdays and weekends.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

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