VMware Careers | Technical Support Engineer - 1, Apply Now!

VMware Careers | Technical Support Engineer - 1, Apply Now!

Overview:

VMware Careers is inviting applicants for a Technical Support Engineer - 1, Interested candidates can apply.

At VMware, we seek to empower your career development however you choose to define it. We focus performance on development, not ratings. We offer flexible development programs and access to on-demand technical and soft-skills libraries so you never have to stop learning.

 

 

 

Success in the Role:

  • First steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, and how our customers use it.   
  • Once achieved, you will support glocustomers'mers issues, with the support of tenured engineers, through troubleshooting, research, and lab reproduction.   
  • As your skill set grows, you will work on additional product lines and progress your skillset on more technologies, working with the senior editor needs to build cases to shape product development, based on how customers are using the VMware Suite.  
  • Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time, and training days.  

 

 

 

The Work:

As a Technical Support Engineer in the VMC on the AWS team, you will be responsible for resolving customer technical issues. Key strengths for this role would be motivation, keenness to learn, strong customer service and technical problem-solving skills, and someone who embraces challenges. 

To be successful in this role, you will:  

  • Provide world-class customer service throughout the entire lifecycle of customer adoption.
  • Bring thought leadership around overall customer success and be self-driven to lead with minimal supervision.
  • Focused effort on the optimal use of resources.
  • Work flexible schedules, which may include evenings, weekends, or holidays.
  • Provide customer assistance and support primarily via Chat/calls for technical queries/Issues to our expected KPIs. Focus efforts to meet or exceed defined performance criteria.
  • Handling Support requests for VMC customers providing solutions for technical issues
  • Reproducing issues in-house and responding promptly with Continual follow-ups with customers along with recommendations, updates, and action plans.
  • Escalate issues promptly 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 knowledge base content for internal and external use
  • Work directly with our Internal teams such as CSM/TAM and IT teams to resolve customer issues/queries as required ensuring continued maintenance of accurate customer and contact information.
  • Analyze, manage, and track the Product enhancement requested using the JIRA portal and provide timely updates and communication to stakeholders, as and when the products are made available leveraging the tool and with frequent engagement with R&D, Release readiness, and Product Management teams.
  • Communicate complex business remedies, solutions, or workarounds clearly and concisely.
  • Help drive and influence team behavior that enhances the customer experience and helps meet or exceed company goals.
  • Handle internal and external escalations.

 

 

 

Location:

Flexible: The location of this role is flexible within India. Work will be done from an office some days during the week and other days from a non-VMware building. In Bangalore..

 

 

 

How to apply Apply Here


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