Sr. Support Engineer, VMwareWe are seeking a
Sr. Support Engineer, VMware reporting to the Sr. Director of Oracle Delivery. This role is remote within the U.S.
Position SummaryThe role of the
Sr. Support Engineer, VMware is to provide exceptional remote-based support for mission-critical VMware components as part of our global VMware Services support team.
Essential Duties and Responsibilities- Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of VMware functionality and develop an action plan to resolve issues
- Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting
- Work closely with end users on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience
- Replicate reported issues as needed for troubleshooting
- Provide new or modified configuration to resolve incidents
- Advise end users on application functionality and capabilities
- Recommend changes to client training based on incident volumes and trends
- Create scripts to identify, analyze and correct data issues
- Thoroughly document remediation, test results, and approvals
- Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
- Collaborate with team members in a virtual team environment to extend field experience to different client situations
- Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
Additional Duties & Responsibilities- Participate in a 24x7x365 On Call rotation with other team members.
- This position is required to support clients in specific business hours
Experience- 10+ years of VMware experience across the VMware technology footprint
- Technical and functional expertise with solid understanding of vSphere, vCenter, vSAN, NSX, SRM and Aria Suite components.
- Expert knowledge of NSX is a huge plus.
- Expert knowledge of Tanzu is a huge plus.
- Knowledge of any of the following products is also beneficial: Dell VxRail, VCF, Aria Automation, Horizon View and VMware TKG.
- Expertise with VMware including full life-cycle implementation experience, configuration, and administration of VMware
- Knowledge of VMWare maintenance/patching mechanics and VMware architecture
- Demonstrable history solving complex problems across multiple components
- Work closely with client VMware SMEs and Management
Skills - Superb trouble-shooting skills and tenacity in problem solving
- Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
- Strong knowledge of key application functionality
- Excellent English communication skills - verbal & written are required
- Attention to detail and the ability to learn quickly
- Extreme focus on Client satisfaction
- Ability to work calmly and professionally in high pressure situations
- The ability to work remotely from a home-based office in a virtual environment
Desired Qualifications- The best candidates will have knowledge of multiple VMWare components across multiple releases including proficiency with VMWare component business processes, navigation mechanics, configuration requirements, integrations, and knowledge of underlying technology.
Education- Bachelor's Degree in computer science or related field or equivalent experience
LanguageLocation- Candidates must be based in the United States and have US Citizenship.
The general salary range for this type of role is 128k - 160k depending on skills and experience. The actual compensation offered will ultimately be based on several factors such as: a candidate's location, and the level of applicable skills and professional experience. Rimini's target pay for each position is available upon request during the applicant's Interview process.
Benefits for US employees include:
- Medical, Dental, and Vision insurance
- Disability insurance
- Paid Parental Leave
- 401(k) program
- Generous Paid time off (PTO)
