: Technical Support Engineer
1100 Winter St.
Waltham, MA 02451

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Technical Support Engineer
Waltham, or remote (East Coast)

We are looking for a Technical Support Engineer that is hard-working and committed to customer success. The Technical Support Engineer (TSE) should be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa. This is an excellent opportunity to join a dynamic and fun Technical Support team. You will have significant career growth and opportunity with a company that has grown 100% year over year for the past three years!

The TSE is part of a team that is the first line of contact for customers experiencing issues with installation, configuration, operation and management of VMware Carbon Black solutions. They are, in many ways, the post-sale face of VMware Carbon Black and must be passionate about helping our customers solve problems.

The TSE will field queries via phone, email and web portal of the CRM solution. Queries will range in complexity from how to questions through involved debugging and forensic efforts when tracking down operational anomalies. The ability to visualize problems remotely is key to being successful in this role along with excellent analytic and troubleshooting skills. This is a great opportunity for someone with a background supporting commercial software that has a passion for diving into complex technical issues and also has an interest in building their Security expertise!

We have an incredibly talented team and a performance based and collaborative culture. You will be able to learn from some extraordinary colleagues and leaders as well as bring your own talents and ideas to the team to help us continue to grow the offerings.

Essential duties & responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned to meet business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What youll do:

  • Provide exceptional customer service while responding to phone, e-mail and online requests for technical support

  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle

  • Assist customers in the installation and deployment of VMware Carbon Blacks software products

  • Track and monitor all support cases to ensure timely resolution and follow-up

  • Clearly identify, document, and find solutions for customer issues and product problems

  • Escalate critical customer situations to the appropriate level of management and engineering expertise

  • Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base

  • Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase

  • Model VMware core values: Execution, Passion, Integrity, Customers and Community

What youll bring:

  • 3+ years relevant experience supporting a distributed software technology in a Windows and Mac, or Linux environment, ideally an agent based product

  • Preferred OSX or Linux platform experience with supporting technologies/products

  • Operational experience with SQL technologies a plus

  • Experience in the enterprise security space

  • Experience supporting multiple, simultaneous engagements

  • Familiarity with software distribution, patch management, and anti-viral technologies

  • Good analysis and debugging skill

  • Ability to function as an individual contributor and/or a member of a team

  • Ability to work a day shift with possible responsibilities a few times a year for an on call after hours rotation


Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2020-07-14



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 whats 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.

Full-time