Technical Support Engineer - Vrealize Automation - Opportunity For Working Remotely Newark, Nj

Why will you enjoy this new opportunity?

The VMware Cloud Management team is a specialized team of Technical Support Engineers within VMware Global Support that provide support for a variety of products, including VMware vRealize Automation, VMware vRealize Automation Cloud, VMware vRealize Orchestrator, VMware vRealize Lifecycle Manager, vRealize Automation SaltStack Config.

What is VMware vRealize Automation? VMware vRealize® Automation™ is a modern infrastructure automation platform that increases productivity and agility by reducing complexity and eliminating manual or semi-manual tasks. With vRealize Automation, internal IT operations, DevOps engineers, developers and the lines of business get the environments and resources that they need faster with a public cloud–like user experience, while IT maintains security and control.

We work exclusively with the world’s most recognizable companies. On this team, you will have the opportunity to work with health organizations that save lives, financial institutions that fund progress, retail and distribution companies that make commerce happen, even not-for-profits serving a world and planet in need.

In this role you can expect to enjoy a flexible work location, high visibility with key customers, and immense satisfaction from solving complex technical issues for organizations that move our world forward. Your work will be challenging, meaningful and create amazing opportunities to grow.

Every new job is an opportunity for growing your career. VMware is growing and growing fast. You can be a part of our growth story as VMware is the only company perfectly positioned to provide the multi-cloud platform for all the applications our customers need to accelerate their business today, and in the future. Joining VMware gives you long-term opportunities to expand your skills with annual education and/or training reimbursements, job rotation programs, subscriptions to online training platforms and employee networking groups.

As you join VMware, you will help grow a company that makes meaningful and significant technology solutions and is committed to being a "force for good" in technology. Our mission is to become the trusted foundation for accelerating innovation in an unpredictable world. VMware software is essential for making the applications and devices your family and friends use every day a reality. Which means your work is essential for transforming everywhere.

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

As a VMware vRealize Automation Technical Support Engineer, you will be supporting complex situations inside of the world's largest and most innovative environments.

• In the first three (3) months successful candidates will demonstrate the hunger, dedication, and aptitude to marry existing technical skills/strengths with focused VMware product training. Training includes a mix of instructor led and self-paced trainings. You will begin by learning VMware vCenter and will then move onto VMware vRealize Automation training. Throughout training you will receive shadowing, and reverse shadowing to ensure you have all the support you need to successfully resolve customer issues.
• After twelve (12) months you will be doing the above as well as leaning into more complex and escalated situations (as directed by managers), creating content for knowledge repositories, and volunteering for more advanced opportunities like technical presentations (e.g. VMworld, Technical Summits, etc.).
• Successful engineers will be capable of operating independently, inside of a highly collaborative team, for all severities in six to nine (6-9) months.
• From month nine (9) to twelve (12), success is measured by how effectively you resolve a high volume of complex service requests (SRs) in a manner that leads to customers who advocate for the VMware brand.
• Within six (6) months individuals will be fully engaged and successful in taking, managing, and resolving a moderate caseload of difficult but lower severity service requests (SRs).
• Growth potential from this role can vary from individual to individual but some potential opportunities include multiple TSE levels, Escalation Engineer, Technical Support Manager, Dev Ops, Technical Account Manager, Support Services Manager, etc. You will regularly work with your direct manager to set business goals and career development goals.

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

Technical Support Engineers will have the opportunity to receive, manage and resolve top customer service requests. Service requests are generated by customer demand within the VMware Customer Connect Portal. Engineers receive daily service request (SR) assignments from an auto assigner, global exchange processes, colleagues, or managers/leadership. You can expect a variety of the following responsibilities:

• Work in a global team environment to provide support with a high level of customer service to VMware customers and field personnel.
• Provide proactive support to customers who have planned maintenance or upgrades by gathering information and plans from the customer to ensure you are prepared to support the customer during their planned window.
• Successful management and resolution of service requests include consistent, thoughtful, and effective and professionally communicated engagement (written and oral) throughout the lifecycle of a customer's request. That includes timely initial engagement (per VMware targets), precise scoping, clear and effective action plans, and regular customer updates that are documented professionally in each service request (SR).
• Manage, research, and resolve complex technical issues relating to VMware vRealize Automation Suite products, including basic isolation of issues located in third party products that interact with VMware vRealize Automation Suite products.
• Provide dedicated support for the day on occasion to customers who have worked requested such in advanced.
• Create and manage knowledge base (KB) content as needed to include problem solutions, best practices, and informational articles that will help grow the success of our entire team.
• Take on a variety of projects to help bring value to the team as whole. For example, host brown bag sessions, training, and mentoring, etc.

Day to day you will use the following technical skills:

• SQL and Postgres database management and querying to successfully administrate, query, locate information within databases for to troubleshoot issues.
• Extensive administration and support experience primarily with Linux server operating systems, and some Windows workstation operating systems to be able to successfully navigate the VMware product applications, and customer environments where they are deployed.
• Orchestration and extensibility application skills (Chef, Puppet, Ansible, SaltStack) and how these are leveraged by customers to achieve their respective use model.
• Basic Hypervisor (vSphere, Hyper-V, Citrix XenServer, KVM, etc.) technology knowledge to assist with issue diagnoses.
• Intermediate programming & scripting language skills (Javascript, Python, Powershell, etc.) to be able to assist customers in reviewing their scripts code to aid in debugging.

Other beneficial skills that will help add value to the role:

• Exposure to a variety of enterprise applications and management software
• Detailed understanding of Cloud concepts and technologies (Azure, Amazon AWS, Cloud, OpenStack, etc.) that will help broaden the team’s ability to navigate a variety of Cloud solutions.

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

In this role you will be working with a leadership team that believes we are people before we are employees. Healthy, passionate, and empowered people drive the outcomes successful organizations are built upon. We prefer clear objectives, enablement, and accountability over micromanagement. We work hard, we care deeply about our teammates and customers, we stay nimble, creative, and do our best to remain light-hearted. We are proud of the VMware brand but at the end of the day, we understand that work is not everything.

You will be joining a very collaborative and supportive team from a variety of backgrounds and experiences. We all have a unique of strengths and work hard together to help one another achieve a common goal. When you join this team, you are joining a family.

When you're working for a company that shares your values, it's easier to enjoy what you do.

At VMware we unite under a core set of EPIC2 Values: Execution, Passion, Integrity, Customer, and Community. Our guiding principle is "innovate in everything". Each day you will be challenged to bring curiosity, diversity, and an eagerness to collaborate toward bold ideas across all aspects of our business. We do it with a spirit of inclusion and trust acting as 'One VMware' to help our customers win.

Where is this role located?

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

For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $61,000 - $138,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at https://benefits.vmware.com/. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.

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: 2023-05-11

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.