As Manager of Technical Support, you will have the responsibility to manage and lead a highly skilled technical support team in our organization in support of some of VMware’s most strategic customers and partners; building close relationships/partnerships with our most strategic accounts. You will work closely with our Technical Support Management team including the Sr. Managers of Technical Support, Director of Technical Support, and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
Provide superior technical support and service to the VMware Production and Premier Services customers
Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
Manage and develop the support teams, including hiring, professional development and proactive project work
Design, develop, and implement processes, systems and technology to support and enhance the technical support function, including workflow and incident management
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Lead and/or being involved in Global Strategic Initiatives
Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
Experience in the software industry with a minimum of 1 years in technical support management, including people management
Background in the development and management of remote support groups, international support groups and 24 x 7 support operations
Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
Experience in both small and large companies is highly desirable
Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable
Good communications and interpersonal skills
Track record of accomplishment and effectiveness within organizations
Familiarity with CRM or incident tracking and management systems such as SalesForce, Remedy, Clarify, etc.
This role is fully remote and can be done anywhere in [country] or [state(s)]
This job requisition is not eligible for employment-based immigration sponsored by VMware
For positions located in Colorado: The base salary range is Min $87000 - $157000. 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 sb19-1824
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-02-21
Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure. What’s in it for you? The entire VMware team has created a unique business environment - one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver
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.