**The Elevator Pitch: Why will you enjoy this new opportunity?
**
VMware Premier Support for Telco is provided by dedicated, global solution support teams, committed to making our customers successful through proactive and reactive support with specific telco-industry focused SLAs.
As a VMware Premier Support for Telco Senior Technical Support Engineer you will be part of a team providing reactive & proactive support to customers who have deployed NFV infrastructure with VMware vCloud NFV.
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.
There is a strong collaborative approach in the telco support team, and you will be the senior member of a dynamic team working in partnership with each other.
**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
**
The Senior Technical Support Engineer role within Telco Solution Support is a varied role with many components.
Naturally, technical competencies at an advanced level are expected for multiple VMware products with an excellent understanding of L2/L3 networking protocols.
- Additionally, you will be expected to deliver on the following:_
- Demonstrate an understanding of Cloud Native concepts
- Establish yourself as a trusted Telco Global Support Engineer for various field teams, NFV PSO, TAMs, SEs/SCs, Account teams
- Illustrate an ability to deliver a consistent support experience with high quality and effectiveness with mínimal managerial oversight
- Drive Telco Support improvement initiatives with your Technical Support Management team and Telco Global Support leadership.
- Participate in mentoring, new hire events, and delivering technical trainings.
- Be willing to step into escalations and manage all technical aspects of that escalation, from troubleshooting to presenting the final Root Cause Analysis.
- Expected to be a Subject Matter Expert in at multiple VMware Products within 9-12 months of completing onboarding training
**The Work: What type of work will you be doing?
What assignments, requirements, or skills will you be performing on a regular basis?
**
As a Telco Sr. Technical Support Engineer, you will be responsible for resolving complex customer technical issues and supporting the team and the support operation.
Key strengths for this role would include being motivated, eager to learn, possess strong customer service and technical problem-solving skills, and embrace challenges.
- Your day to day in this role will include, but not limited to the following:_
- Support our most strategic Telecommunication Service Provider customers
- Focus on day-to-day Service Request resolution and proactively drive progress
- Be able to meet aggressive responsiveness and service restoration targets
- Have the ability to deliver a consistent experience with high quality and effectiveness with mínimal managerial oversight
- Be a leader on authoring Knowledge Base articles - high value on knowledge sharing
- Foster an enhanced relationship with VMware Engineering, Core R&D, and the Field Account teams
- Provide formal root cause analysis on critical customer situations
- Manage account document repository ensuring accuracy and completeness
- Provide proactive customer notification of training opportunities, product alerts, new KB articles and bug updates
- Provide technical assistance with support planning, upgrade and maintenance.
- Investigate opportunities to build/ maintain internal technical environments for key customers.
- Be able to develop a long term business relationship with your end customer
**The Skills, Abilities, and Experience that will help you in this role**:
- Fluent in spoken and written English
- Able to work US Mountain Time Zone (Standard Shift M-F 8a-5p MST/MDT)
- Previous experience in the Telecommunications industry.
- Strong networking experience, preferably with a background in Telco specialties, like DPDK, SRIOV, eVPN etc.
- Hands-on experience with VMware ESXi & vCenter or other VMware products
- Strong knowledge in the following technologies:
- Linux, Microsoft Operating Systems, Storage Arrays or Appliances, Networking, TCP/IP, DNS
- Experience designing and/or supporting large enterprise deployments.
- Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g.
WireShark)
- Good practical working ability with Linux/UNIX utilities, including editors and command shells
**What is the leadership like for this role?
What is the structure and culture of the team like?
**
- The hiring manager for this role is Phil D., Technical Support Manager, Telco Solution Support.
- Phil's management philosophy is based on trust and providing the space to everyone on the team to do what they are best at and not feel like he i