Senior Technical Support Engineer – Opportunity for Working Remotely

at Dell
Location San Francisco
Date Posted April 8, 2021
Category Engineering
Job Type Not Specified


CloudHealth by VMware is the global market leader in Cloud Management, and the most trusted software platform used to accelerate business transformation in the cloud. CloudHealth by VMware is looking for highly motivated individuals who will be responsible for providing outstanding customer service to ensure that customers, partners, and employees have a positive experience getting onboarding and ongoing training from CloudHealth.The Elevator Pitch: Why will you enjoy this new opportunity?You possess a strong technical background with experience in supporting cloud computing products, services, and solutions. You are looking to be part of a growing international team at an innovative technology company and to be on the forefront of the cloud revolution and possess a strong technical background with experience supporting cloud computing products, services, and solutions.What is the primary need, technical challenge, and/or problem you will be responsible for?We need high energy and customer-focused individuals to provide technical support for our growing customer base. As a Sr. Technical Support Engineer, you will be helping our customers maximize and optimize their cloud journey by ensuring overall customer satisfaction and total resolution of each service case.Success in the Role: What are the performance goals over the first 6-12 months you will work toward completing?Immediately and in an ongoing manner you will:Triage, troubleshoot, escalate, and/or provide resolution to customer support tickets.You will be evaluated by the quality of your resolution and customer satisfactionEffectively communicate customer feedback and feature requirements to Engineering and Product Management.Be monitored by the quality, thoroughness, and accuracy of the information you provideIdentify commonly asked questions and generate knowledge base articles based on this content.What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?As part of CloudHealth's global support organization, you will:Provide ongoing support to our customers to ensure they get the desired performance and maximum value from the platformIdentify, fix, and track platform issues that occur during daily operations.Effectively communicate customer feedback and feature requirements to Engineering and Product Management.Identify commonly asked questions and generate knowledge base articles based on this content.Stay current on all CloudHealth features, industry trends and relevant technologyTriage, troubleshoot, escalate, and/or provide resolution to customer support tickets.Utilize product domain expertise to serve as a trusted technical advisor to customers.Experience working with Amazon Web Services (AWS), Google Compute, or Microsoft Azure.What is the leadership like for this role? Whatis the structure and culture of the team like?The hiring manager for this role has had a successful tenure at CloudHealth and is looking to build and grow a strong technical support team to meet the growing needs of our business.TheTechnical Support teamis made of upversatileprofessionalswho provide world-class support with a customer-first mentality. With technology constantly evolvingover time,we are committed tohiring those with anambition to learn,stronganalyticalandproblem-solving skills, adaptability, strong communication abilities and intellectual honesty.What are the benefits and perks of working at VMware?Youand your loved ones will be supported with acompetitive and comprehensivebenefits package. Below are some highlights, or you can view the complete benefits packageby visiting .Employee Stock Purchase PlanMedical Coverage,Retirement, and Parental LeavePlans for All Family TypesGenerous Time Off Programs40hours of paidtime to volunteerin your communityRethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilitiesFinancial contributionsto your ongoing development(conference participation,trainings,course work, etc.)Healthy and local inspired snacks inallour pantriesRequired SkillsAnalytical thinking and problem-solving skills as a go-getter with a lot of intellectual curiosity.Strong written and oral communication and interpersonal skills.Excellent organizational and time management skills with the ability to work in remote environmentsProven ability to remotely troubleshoot and resolve customer software problems.6+ years of providing technical support for enterprise customers.Finance and data analytics experience preferredA strong passion and interest in Public Cloud.Preferred SkillsBS/BA in Computer Science or a related field preferred, or equivalent technical certifications and experience.Experience working with Amazon Web Services (AWS), Google Compute, Microsoft Azure, Oracle Cloud, DataCenter.Experience administering the CloudHealth platformExperience working with global team projects and operationsCurrent working knowledge of O.O. Programming/Designo ... O.O. language. Prefer Ruby/Javao ... ORM. Prefer Ruby ActiveRecordo ... web application framework. Prefer RoRo ... web/presentation language. Prefer JavaScript/Coffee. Agile Methodologies - Scrum, KanbanShell scripting - bash preferredRegular ExpressionsAdvanced Linux - utilities, file systems, file compression, command line, text processingScripting language eg. Python, Ruby,Web Application architecture, design, and troubleshooting in particular SaaS delivered applications.Big Data technologies. Map/Reduce, Scala, Apache Spark, ETL, KafkaData representation language - JSON, YAMLREST API design, operation, call debugging, performanceData storage, retrieval, and query. SQL RDBMS, Elastic Search, S3 Object storageAWS stacks- Load Balancers, Route53, RDS, Web Servers, Redis, S3, EMR, ElastiCacheSSO - A.D., SAML, Auth0 or similar SSO serviceApplication Log analysis and toolsOn-Prem software - data collection and reporting agents. Linux and WindowsNetworking - TCP/IP, Packet analysis, SSL protocols and debuggingMicroServices and SOAMQ - AMQ, RabbitManagement tools: ZenDesk, Salesforce, JIRA, ConfluenceCD Tools - Jenkins, GitHub, ArtifactoryProduction Performance Monitoring and alerting tools - Rollbar, DataDog, WaveFrontContainers and Orchestration - Kubernetes, Docker, MesosFor positions located in Colorado: The base salary range is $87000 - $157000. Bonus, commission, and/or equity may be eligible for this position.Additional benefits for this position can be found at .*Note: Disclosure of Colorado pay and benefits required per sb19-1830Category : Client SupportSubcategory: Technical SupportExperience: Manager and ProfessionalFull Time/ Part Time: Full TimePosted Date: 2021-03-05VMware 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 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.

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