Technical Support Engineer

Success in the Role:

As a Technical Support Engineer for Software Development Kits (SDK), 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. The role provides a unique opportunity to interact internally with top-tier, strategic customer organizations from varied industries, allowing you to have a significant impact on their experience and success. You will build strong relationships with customers and various internal teams, frequently collaborating across different domains and product group teams to drive Proactive VCF offerings, primarily focused on VMware specific Software Development Kits (SDKs), ensuring that VMware by Broadcom delivers best-in-class support services.

Required Skills and Responsibilities:

• Strong written, verbal, and interpersonal communication skills, with fluency in English.
• Provide technical support, including troubleshooting, root cause analysis, and resolution of customer issues.
• Ability to write code/scripts using VMware API, SDKs, and programming languages (Java, .NET, Python) to reproduce and resolve issues.
• Proficiency in at least two VMware products and experience in virtualization, networking, and cloud computing.
• Excellent customer service skills, especially in high-stress or ambiguous situations, with the ability to manage global customer relationships.
• Experience supporting both public and private cloud services, including knowledge of multi-tenancy, password management, and access issues.
• Strong scripting skills (PowerShell, Perl, VBScript, Go) and experience with web services (SOAP, REST, Swagger, JSON) and tools like Curl and Postman.
• Hands-on experience with storage systems, Linux, and operating systems (Windows, Linux, UNIX), with a basic understanding of MySQL.
• Networking knowledge (HTTP, TCP, IP, subnetting) and experience troubleshooting system crashes and hardware-related issues.
• Ability to research and address new issues, providing formal root cause analysis for critical situations.
• Deliver proactive services, notify customers of updates (training, alerts, knowledge base articles, bug fixes), and assist with system integrations.
• Collaborate with teams, take ownership of issues, and work with minimal supervision while meeting aggressive responsiveness and resolution targets.
• Experience in debugging, troubleshooting, and bug fixing, with familiarity in project debugging and a strong problem-solving mindset.
• Ability to lead customer status calls, providing updates on open issues and ongoing projects.
• Adaptable and willing to work in a 24/7 shift environment, including night shifts, weekends, and holidays.
• Eagerness to learn new technologies and take on various responsibilities as required.
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Requirements:

• 3+ years of related experience.
• Bachelor’s degree. Relevant years of experience in lieu of a degree may be considered.