Senior Compute Technical Support Engineer – Level 3

12 سبتمبر، 2022

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Senior Compute Technical Support Engineer – Level 3
CAROUSEL_PARAGRAPH

Cairo, EGY

Technical Support

R2219283
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Job Description
Job Description
Technical Support Engineer
Location: Cairo Egypt
VMware is the global leader in virtualization and cloud infrastructure solutions that enables businesses to thrive in the Cloud Era. Our Global Support organization brings together an extraordinary and diverse group of people that supports over 250,000 companies in 100+ countries.
Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping VMware customers and committed to solving their most complicated issues in a timely fashion. As a Technical Support Engineer, you are the trusted ally of our customers and the expert they turn to for troubleshooting, diagnosis, and resolution. Our Technical Support Engineers are the “face” of VMware to IT professionals world-wide.
When you join our team as a Technical Support Engineer, you will learn and support our latest technology, receive mentoring from managers and become a valued member of our team. TSE’s who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.
A first-year TSE will undergo a substantial skills development training program focused on learning our core products, tools & processes. After an 8-week onboarding program that includes technical and soft-skills training, you will shadow and collaborate with fellow TSEs to learn the skills and habits necessary to deliver unparalleled customer experiences. Within 12 weeks, you will begin engaging directly with VMware customers and partnering with them to resolve issues.
To be successful in this role, you must be a motivated self-starter and resourceful learner, possess strong customer interaction and problem-solving skills, and be able to prioritize multiple requests and work assignments. If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with VMware Global Support.
Our Technical Support Engineers are trusted advisors and experts that VMware customers seek out when they have a question or issue. The responsibilities for this role include:

Provide Advanced troubleshooting support to VMware customers via phone, email, and Remote sessions in a timely manner while maintaining a strong customer first focus.

Work collaboratively with Escalation Engineers to troubleshoot complex environments.

Collaborating with experienced engineers, review logs and communicate detailed action plans and reproducing issues in a lab environment.

Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.

Mentor and provide trainings to newcomers while continuing to develop own expertise in virtualization technology.

Deliver Transfer of Information Sessions to other colleagues to share knowledge and enhance troubleshooting skills.

Embrace VMware’s culture of knowledge sharing by documenting and linking all technical learnings to existing solutions and creating new knowledge-based articles to be shared with both customers and colleagues.

Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.

Completing various training programs designed to further enhance your skills.

Work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers.
This position reports to a Technical Support Manager based in our Cairo, Egypt office but you will collaborate with teams from across the globe. Your leader will provide guidance and coaching to help you achieve your maximum potential. We value fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways of delivering support. Our culture is one of possibility. Everyone is empowered to develop new ways to achieve success.
The location of this role is based in our VMware office in Cairo, Egypt. Work will be done from the office some days during the business week but can be performed virtually from anywhere within Egypt.
You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights. You can view the complete benefits package by visiting:

Employee Stock Purchase Plan and a generous pension matching program

Medical Coverage, Retirement, and Parental Leave Plans for All Family Types

Generous Time Off Programs

40 hours of paid time to volunteer in your community

Rethink's Neurodiversity program to support parents raising children with learning or behaviour challenges, or developmental disabilities

Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
* Wellness reimbursement and online fitness & well-being classes
Category :
Client Support
Subcategory:
Technical Support
Experience:
Manager and Professional
Full Time/ Part Time:
Full Time
Posted Date:
2022-09-06
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.
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