Technical Support Engineer
Description For Technical Support Engineer
VMware by Broadcom is a leading provider of virtualization and cloud infrastructure solutions, serving over 350,000 enterprise and SMB customers globally. As a Technical Support Engineer, you'll join a dynamic team of 20,000+ professionals across 50+ locations worldwide. The role focuses on providing technical support for VMware products, requiring strong problem-solving abilities and customer service skills. You'll work with cutting-edge technologies in virtualization, networking, and cloud infrastructure, collaborating with engineering teams to resolve complex technical challenges. The company offers comprehensive benefits, competitive compensation, and opportunities for technical specialization and growth. The position involves working with federal accounts and requires expertise in networking protocols, virtualization, and Kubernetes. This is an excellent opportunity for someone passionate about technology who wants to work for a market leader while developing their technical expertise in cloud and virtualization technologies.
Responsibilities For Technical Support Engineer
- Resolve customer's issues including Federal customers via telephone, email, or Zoom session
- Reproduce issues in-house and respond promptly
- Regular follow-ups with customers with recommendations, updates, and action plans
- Escalate issues according to standard operating procedures
- Create new knowledgebase articles
- Participate in technical communications with peers
- Focus on technical specialization and attend technical training
- Collaborate with engineering and development teams
- Act as primary point of contact for federal accounts
- Handle high-pressure situations and manage customer escalations
Requirements For Technical Support Engineer
- Fluent written and verbal communication skills in English
- Legal authorization to work in the U.S.
- Strong interpersonal communication and customer service skills
- Strong aptitude for learning new technologies
- Logical approach to problem-solving & Strong Troubleshooting experience
- Strong Knowledge in Core Networking, Virtualization and Kubernetes
- Knowledge of L3 and L2 Protocols
- Ability to troubleshoot networking issues at the L2-L7 layer
- Bachelor's degree preferred or equivalent experience
- 2+ years related experience
Benefits For Technical Support Engineer
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) with company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Paid holidays
- Paid sick leave
- Vacation time
- Paid Family Leave
- Annual discretionary bonus
- Equity awards
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