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VMware Senior Technical Support Engineer (Security) (Federal Support) - Opportunity for Working Remotely in Charleston, South Carolina

Are you looking to be a leader in a dynamic and growing environment? If so, this role is for you.

In this role, you will be responsible for working closely with other support engineers, sales engineers, and customers to understand customer network configurations and problems that they may be facing or simply answering technical inquiries about SASE products. You will use your expert knowledge of Linux, APIs and MYSQL to establish root cause of customer issues. Customers may range from large enterprises to multinational telco service providers.

Sometimes this may involve raising the issue internally and keeping open communication with partners about the progress. You will engage customers via email and phone and provide timely and accurate information. One key objective would be to provide immediate solution/workaround and guide customers until the issue can be fully resolved.

What you will do

  • Build and nature a growing team of support engineers in a security product.

  • Engage with customers and partners on escalated support issues or critical customer situations.

  • Provide expert systems design, recommendations, and configurations.

  • Perform in-depth diagnostics and troubleshooting using networking tools.

  • Assist customers with testing or troubleshooting of networking or cloud service issues.

  • Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams

  • Maintain ticket database, logging issues and customer interactions.

  • Become a VMware SASE cloud services expert through self-study, company training, and a desire to excel and become an expert.

  • Participate in process improvements and initiatives based on feedback collected from different internal and external partners.

  • Manage and track progress toward action items, timelines, and due dates.

  • Follow published SLA for turning requests around in a timely manner.

  • Hours – Weekday shift work, shift may vary, possible on-call.

Required Skills

  • 5+ years’ experience working within a Technical/Customer Support team solving various issues.

  • Excellent customer facing communication skills

  • Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers

  • Experience with web technologies including HTTP, SSL

  • Excellent knowledge and prior experience supporting network security technologies such as: Proxies, NG Firewalls, SSL/IPSec, VPN’s, SSO

  • Knowledge of protocols such as HTTP, SMTP, FTP, DNS

  • Demonstrable experience with systems installation, configuration and administration of UNIX/Linux and Windows¬ based systems (prior Active Directory/LDAP experience desirable)

  • Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark

  • Proven experience escalating technical customer issues

  • Logging / SIEM experience such as Splunk

  • Very strong verbal and written communication skills (English)

  • Working knowledge of networking and security products and enterprise network infrastructure

  • Quickly assess and understand customers issues and business impact

Preferred Skills & Experience

  • Bachelor’s Degree in computer science, computer engineering, or equivalent advanced industry certifications

  • Experience with DLP or CASB technologies

  • Experience with Kubernetes clusters, ESX & KVM

  • Configuration management (ansible, chef, puppet, saltstack, etc.)

  • Experience with REST APIs, swagger and JSON

  • Experience using / building REST clients (curl, postman, python)

  • Basic understanding of MySQL

  • Comfortable with Salesforce and Jira

  • This job requisition is not eligible for employment-based immigration sponsored by Vmware

For positions located in Colorado: The base salary range is Min $73000 - $124000. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at https://benefits.vmware.com/. *Note: Disclosure of Colorado pay and benefits required per sb19-1830

Category : Client Support

Subcategory: Technical Support

Experience: Manager and Professional

Full Time/ Part Time: Full Time

Posted Date: 2021-02-24

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.

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