Technical Support Engineer - Cloud Management

About VMware

VMware offers various digital services that help run apps and platforms to help businesses deliver quality customer service and empower staff members. VMware is committed to helping its people grow professionally. The talented employees exemplify their shared values and continue to drive the company to new heights.

Your role

As a starting-level Technical Support Engineer in the VMC on the AWS team, you will be learning VMware virtualization technologies and helping their customers troubleshoot, understand, and overcome challenges in their operation.  

• First steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, and how their customers use it.   
• Once achieved, you will support global customer 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 and, work with senior engineers 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. 
• 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.
• You will be focused on their VMware Cloud on AWS support, wearing many hats from Tech Support (chat & phone).
• Knowledge Creation, Collaboration with Engineering and Product Management to continue to build the tools and skills and contribute to the vision and cultural pivot to “Service Ownership” and Agile milestone releases and help realize a robust feature set and customer adoption of their Cloud services.  

Your responsibilities:

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. 

• 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 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 their 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 their 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.
• Analyse, 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.

Training, development & rotations

VMware is committed to empowering employees to do their best work – and to do your best work you need to be constantly learning, growing, and becoming a better version of yourself. With the support of the team, VMware helps you to reach your potential through a variety of offerings, such as:

• A performance philosophy geared toward development, not ratings
• Job rotation programs designed to reignite and broaden your work experience
• Yearly education and training reimbursement to keep your skillset sharp
• Subscriptions to the leading online training platforms for technical and business acumen
• POD (Power of Difference) communities to network, mentor and grow as leaders

Salary & benefits

The annual salary for the Technical Support Engineer at this company can range from INR 7.5 to INR 9 Lakhs ( Source: AmbitionBox). The company takes care of you and your loved ones and will support you with a competitive and comprehensive benefits package. Below are some highlights:

• Employee Stock Purchase Plan
• Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
• Generous Time Off Programs
• 40 hours of paid time to volunteer in your community
• Financial contributions to your ongoing development (conference participation, training, coursework, etc.)
• Wellness reimbursement and online fitness and well-being classes 

Career progression

Within 30 days of employment, you will be able to understand the VMware Operational standard procedures, team ongoing projects and initiatives and get familiar with all lines of business supported by WW SMS. In this role, you will play a crucial part in supporting the overall deal cycle in the preparation & negotiation phases of an ELA deal. You will be working closely with the Executive Account Managers, Strategic Renewals Account Managers, Deal Managers & other supporting teams.

Within 90 days of employment, you will be completed the classroom training for your day-to-day job and together with a buddy, who will be supporting you through your learning, you will be providing your quotes and consolations to sales, account, and DMT managers.

Within 180 days of employment, you will be able to work independently to create new ELA offers for VMWare's biggest customers and provide suggestions for improvement on overall operation processes and policies to facilitate an environment of continuous improvement.

Work-life balance

Work days are usually from Monday to Friday. They have flexible work timings. This role is considered flexible and will be a mix of working from a local VMware office and remote depending on your preferences and the arrangements determined with your future manager. 

Culture & vibe

VMware is committed to being diverse, inclusive, and equal in its approach. The company believes that only incentives are not enough to make workplace culture powerful. It understands that corporate culture and values define a business.

VMware’s work culture incorporates a set of principles referred to as EPIC2: execution, passion, integrity, customers, and community. It has gained an appreciation for its policies and initiatives that reinforce its employees to strive harder for its mission.

How to apply

To apply for this role, click on the "Apply on employer site" button below, which navigates to the career page where the application can be submitted directly.

The hiring procedure generally varies according to the job. However, the basic structure of the recruitment process at VMware is as follows:

• Aptitude Test (online)
• Group Discussion Round
• Technical Interview Round
• HR Interview Round