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VCF GS - Senior TSE Job Description

Business Job Title: Senior Technical Support Engineer (TSE 3)

Job Description

As a senior member of the Global Services support team, you will have the ability to work independently or as part of a team with VMware's most strategic customers and partners to drive their success.

To achieve this, the role will involve building close relationships/partnerships with our Field, Engineering and Product teams to ensure that VMware is delivering superior service and support to our customers. In addition, a key part of the role will be to assist in the development and mentoring of the team members to ensure that Global Support (GS) is well placed to support our customers.

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.

Responsibilities

• Own and drive the Customer Experience throughout the lifecycle of Service Requests (SR) to resolution.

• Identify opportunities to develop tools, processes to improve efficiencies within the team.

• Resolve technical issues through diligent research, reproduction, and troubleshooting

• Be available and willing to assist and mentor Technical Support Engineers (TSEs)

• Provide Mentorship and training for staff

• Deliver Transfer of Information (TOI's) Sessions to TSEs to enhance knowledge and troubleshooting ability across the centre and globally

• Create and promote the creation of solution content to assist with both SR deflection and/or reducing time to resolve of SRs

• Collaborate with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.

• Document all technical inquiries; develop and review content for knowledge systems.

• Participate in testing alpha and beta products

• Be available to travel to Customer sites and represent VMware GS, when necessary

Requirements

• Willing to work during weekends on a rotational basis

• Work from office - 5 days a week

• Familiarity with systems management concepts, processes and standards (e.g. SNMP); capacity/performance management and tuning; and storage and network management

• Understanding of modern IT production data center and Internet (ISP/ASP) hosting operations including Compute, Storage and Networking.

• Good practical working ability with Linux/UNIX utilities or Windows, including editors and command shells, with an ability to provide technical support also.

• Experience designing and/or supporting large enterprise deployments.

• B.S. in Computer Science, Electrical Engineering, Math or other relevant IT computer based qualifications or equivalent work experience in lieu of a degree.

• 5 years related work experience.

• Hands on experience with vSphere product

• Fluent in spoken and written English

• Strong customer advocacy, management of escalated issues and relationship building skills

• A minimum of a current VMware Certified Professional (VCP) certification or industry equivalent

Highly Preferred Skills

• Hands on experience with SDDC Manager / TKGs products

• Ability to program and debug bash, perl and python scripts

• Experience in at least one of the following areas (large Windows Server and Desktop Environments, complex Storage Area Networks, including Fibre-channel and Ethernet based protocols)

• Previous exposure to Non VMware Cloud Management Platforms

• Familiarity of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC

• Hands-on and working with key technology solution/language/tools e.g. CloudStack, OpenStack, AWS, KVM, libvirt, Chef, Puppet, Python, CMS, DynamicOps, API, etc.

• Familiarity with Cross Cloud and IOT

• VMware Certified Advanced Professional (VCAP) or industry equivalent

• Working knowledge of another language

Additional Job Description:

Compensation and Benefits

The annual base salary range for this position is $78,000 - $130,000.

This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.

Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

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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