- Technical support
- Mac OS
We are looking for a Technical Support Engineer that is hard-working and committed to customer success. The Technical Support Engineer (TSE) should be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa. This is an excellent opportunity to join a dynamic and fun Technical Support team. You will have significant career growth and opportunity with a company that has grown 100% year over year for the past three years!
The TSE is part of a team that is the first line of contact for customers experiencing issues with installation, configuration, operation and management of Carbon Black solutions. They are, in many ways, the post-sale “face of VMware Carbon Black” and must be passionate about helping our customers solve problems.
The TSE will field queries via phone, email and web portal of the CRM solution. Queries will range in complexity from “how to” questions through involved debugging and forensic efforts when tracking down operational anomalies. The ability to visualize problems remotely is key to being successful in this role along with excellent analytic and troubleshooting skills.
We have an incredibly talented team and a performance based and collaborative culture. You will be able to learn from some extraordinary colleagues and leaders as well as bring your own talents and ideas to the team to help us continue to grow the offerings.
Essential duties & responsibilities:
Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
Assist customers in the installation and deployment of VMware Carbon Black’s software products
Track and monitor support cases to ensure timely resolution and follow-up
Identify, document, and find solutions for customer issues and product problems
Escalate critical customer situations to the appropriate level of management and engineering expertise
Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base
Participate in Knowledge Centered Service (KCS) training to become a licensed publisher and contribute to the company knowledge base
Model VMware Carbon Black core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teaming
Qualifications & requirements:
3+ years relevant experience supporting a distributed software technology in a Windows and Mac, or Linux environment, ideally an agent based product
Preferred macOS or Linux platform experience with supporting technologies/products
Experience in the enterprise security space
Experience supporting multiple, simultaneous engagements
Familiarity with software distribution, patch management, and anti-viral technologies
Good analysis and debugging skill
Ability to function as an individual contributor and/or a member of a team
Ability to work a day shift with possible responsibilities for a periodic on call after hours rotation
FOR COLORADO BASED CANDIDATES:
This position has a minimum base salary which starts at $59,000. 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 sb19-968.
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-09-14
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.
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