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VMware Senior Service Reliability Engineer - NSX - Opportunity for Working Remotely in Minneapolis, Minnesota

Principal Duties

  • Coordinates activities with Account team from Sales, Engineering, Solution Architects and Global Support Services to ensure all customer needs are met. Acts as point of escalation for issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution.

  • Integrates customer and VMWare business requirements with technical requirements to determine best course of action when resolving customer issue.

  • Ensures suitable level of service personnel and activity during problem resolution at all locations. Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.

  • Interfaces with customer on behalf of senior management via customer meetings and written communication during business disruptive escalations.

  • Identifies and facilitates technical queries and problem resolution from the customer and Global Support Services to NSBU Engineering. Advises NSBU senior management of any developments and action plans. Generates support plans to resolve complex service related problems.

  • Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Controls and directs internal resources in terms of setting time requirements and expectations.

  • Documents and manages action items, assigned owners, and timeline of events during a break/fix customer impact event; drives corrective action plan. Participates in Root Cause Analysis including incident and problem management activities. Participates and leads highly technical escalation and management conference calls; assumes leadership role in providing case status updates to management, account team and director level customers. Able to clearly articulate concerns and issues to the customer. Ensures suitable levels of service personnel and activity during problem resolution at all locations.

  • Carry pager and Participate in On-call rotation on Weekdays and weekends.

Required Skills:

  • Prior work experience in VMWare ESX and networking solutions Prior work experience with troubleshooting networking issues (L2-L7) Innovative debugging skills Prior experience in Automation/Python scripting.

  • At least 5+ years of experience in Customer Support Strong Knowledge of L3 and L2 Protocols (TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, STP, VLTP, LACP) and Forwarding Strong understanding of L2 and L3 networks, VLANs

  • Strong understanding of WAN Networking troubleshooting / debugging - e.g. tcpdump, wireshark, traceroute, route, netstat

  • Reproduce customer reported issues in internal labs and think out of the box during this activity Bachelor’s degree in Computer Science (or higher) or equivalent work experience

Preferred Skills:

  • Operating Systems: Deep Linux knowledge - Installation/Configuration/Administration (RHEL and Ubuntu a plus)

  • 5+ Years Virtualization experience desired - Installation/Configuration/Administration (ESX and KVM a plus)

  • Knowledge of Cloud Offerings like AWS

  • Knowledge of SD-WAN technologies like Velocloud.

  • Databases: MySQL or similar

  • Excellent written and verbal communication.

  • Solid Customer facing experience

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Engineering and Technology

Subcategory: Site Reliability

Experience: Manager and Professional

Full Time/ Part Time: Full Time

Posted Date: 2022-07-25

Networking & Security: IT departments are spending more on security than ever before, but the damage caused by data breaches keeps getting worse. To solve this problem, VMware’s Networking and Security team is challenging traditional thinking about IT security. We take a software-based approach that brings customers new levels of usability and effectiveness in today’s fast-changing public and private cloud environments. We’re tackling one of IT’s toughest problems by helping customers manage networking and security services through a single pane of glass across diverse environments. Our software solutions free IT environments from physical constraints to help them achieve superior agility, tighter security, and faster provisioning. Are you looking for the opportunity to help revolutionize IT security? We invite you to join our tightly knit team that’s driven to quickly deliver top-quality solutions to this pressing industry problem. You’ll boost your career by working on cutting-edge innovations in the cloud, security, networking, SD-WAN, and container spaces.

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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