Senior Technical Support Engineer (VCF TSE)

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Job Description:

GS (Global Support) Technical Support Engineer 3 – VCF (Cloud Management) Team

 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 Technical Support Engineer, you will be learning and expanding your VMware virtualization technologies in order to help our customers troubleshoot, understand, and overcome challenges in their operation.

• 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 other, 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 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

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, TSE, and team issues, supporting 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. You will Strengthen your technical skills in the areas of Cloud Management pl