Engineers support over 6,000 companies running VMware servers in over 100 different countries. They support the entire suite of VMware products for global customers and partners, interfacing with them via the phone, email, and web. They resolve customer technical issues through diligent research, reproduction, and troubleshooting utilizes system administration, networking, and storage skills.
Respond to customer inquiries, primarily via email and telephone
Resolve and customer technical issues through diligent research, reproduction, and troubleshooting.
Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
Document all technical inquiries; develop and review content for knowledgebase
Provide training or assistance to junior staff
Participate in testing alpha and beta products
As a Technical Support Engineer 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.
Resolve customer’s issues via the telephone, email or Webex session
Reproducing issues in-house and responding back in a timely manner.
Regular follow ups with customers with recommendations, updates and action plans.
Escalate issues in a timely manner according to Standard Operating Procedures.
Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
Create new knowledgebase articles to capture new learning’s for reuse throughout the organization.
Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
Focus on an area of technical specialization and attend technical trainings,
Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
Fluent written and verbal communication skills in English & French.
Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations.
Work experience in a Technical domain. Experience in Virtualization & Cloud computing will be preferred.
Basic understanding of some of the following technologies:
Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
Ability to follow standard engineering principles and practices.
Logical approach to problem solving.
Multiplatform Operating Systems Knowledge (Windows, Linux , UNIX) would be an added advantage
Educational Qualification: Bachelor’s Degree or equivalent experience. CCNA / VCP / RHCE will be an added advantage.
VMware extends many benefits to its employees in Ireland, including: free beverages and healthy snacks, paid holidays, comprehensive health cover, life assurance, pension, and share options. The company also offers extensive internal training opportunities and an external education assistance program to help employees develop both professionally and personally