Tech Support Engineer Ii (Vmwjp00014711)

**Responsibilities**:

- Assist customers to analyze, diagnose, replicate and troubleshoot the reported issues to resolution.
- This individual will also be working with engineering, quality assurance and sales organization in the product and customer service delivery improvement process.
- Provide level 1 technical assistance in analyzing, diagnosing, replicating and troubleshooting customers reported issues to resolution.
- Manage assigned support incidents and maintain up-to-date status in the Support Console.
- Escalate unresolved issues that require more in-depth knowledge in a timely manne.
- Create reproducible test cases, when necessary, for customer reported issues.
- Report and submit product defects in the bug tracking system.
- Create new knowledgebase articles and keep them up-to-date.
- Provide after business hour support on a rotation basis.
We're looking for someone with at least a year or two in similar positions.