Senior Technical Support Engineer – VMware Cloud on AWS (Network)

Work Here.

Transform Everywhere.

전 세계에서 가장 앞선 기업들이 VMware와 협력하여 비즈니스를 관리하고 성장하며 혁신합니다. VMware에서 일하면 여러분은 가장 중요한 기술 과제를 해결하기 위해 함께 일하는 혁신적이고 능력을 갖춘 직원들로 구성된 글로벌 커뮤니티의 일원이 됩니다. 여기에서, 여러분의 재능이 확대되어 자신의 경력과 동료 직원들에게 모두 긍정적으로 작용합니다. 여러분은 아이디어가 파급되어 모든 고객과 커뮤니티에 긍정적인 영향을 미치는 가능성의 문화의 중심에서 일하게 됩니다.

This role highly requires an ability to read, write, and speak Korean and a relevant work authorization in Korea.

파트너 비즈니스 매니저 직무인터뷰: https://via.vmware.com/nTSB7B

솔루션 엔지니어 직무인터뷰: https://via.vmw.com/YQv5Hq

The Elevator Pitch: Why will you enjoy this new opportunity?

Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. You will be working on the latest and top of the line technology suite, becoming an expert in the industry.

Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment.

In this role, you will be joining VMware’s cloud computing team supporting the AWS customers. VMware Cloud Services drives a proactive service experience to ensure adoption, growth, and consumption. As such, this is a critical role in accelerating VMware’s growth in its SaaS business by enabling customers to rapidly and successfully adopt our advanced products and technology and realize business value. Initially you will be focused on our VMware Cloud on AWS support, wearing many hats from Tech Support (chat & phone). Knowledge Creation, Collaboration with Engineering and Product Management to continue to build the tools and skills and contribute to the vision and cultural pivot to “Service Ownership” and Agile milestone releases and help realize a robust feature set and customer adoption of our Cloud services.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

As a Senior Technical Support Engineer, you will be learning and expanding your VMware virtualization and network technologies and help our customers troubleshoot, understand, and overcome challenges in their operation. You will also support the Technical Support Team, including TSE 1, 2 and other level 3 engineers on best practice, knowledge creation and escalations.

• First steps on in this role will be to upskill on Global Support processes and products, to understand how the technology works, and how our customers use it.
• Once achieved, you will support global customers issues and as an experienced engineer, support the team and the global operation.
• As a senior engineer, you will have input into R&D, engineering, and product development, advocating for how our customers are using the VMware Suite and supporting our field teams on customer engagements and escalations.
• Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

As a Senior Technical Support Engineer in the technical support team, you will be responsible for resolving customer technical issues. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.

To be successful in this role, you will:

• Work independently to resolve customer, TSE, and team issues, supporting the management team in overall development of the team.
• Drive communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer Management within the team.
• Resolve complex queries while providing world class support to our customers. Including supporting TSEs with their challenges.
• Troubleshoot, research, and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role.
• As a Senior Technical Support Engineer, you will support the team, the operation and the field with customer escalations.
• Partner with engineering, field teams and technical experts to resolve issues to make it easier for customers to use our technology.
• Update and create knowledge articles for global circulation and use, based on the issues you have resolved.
• Need to have strong understanding of Networking fundamentals and knowledge about of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and address management, firewalling, and load balancers.
• Need to have a good experience in network components such as, ASR routers, switches, firewalls, Cisco Adaptive Security Appliance (ASA), etc., virtual networking components such as Virtual Security Gateway (VSG), Nexus 1000V, OSPF (Open Shortest Path First) and BGP (Border Gateway Protocol), Cisco UCS, and storage.
• Be familiar with systems management concepts, processes and standards (e.g. SNMP (Simple Network Management Protocol)), capacity and performance management and tuning; and storage and network.
• Need to have strong working ability with Linux/UNIX utilities, including editors and command shells.
• Mentor, provide training and leadership to other technical GS (Global Support) staff in network troubleshooting topics.
• Provide on-boarding plan and training recommendation for Level 1 and Level 2 Support Engineers.
• 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 and supported by a leadership team involved in and committed to your success.

What is the leadership like for this role? What is the structure and culture of the team like?

The Hiring Manager for this role is Taehwa Lee, Technical Support manager, Technical Support in Korea. His expertise has been built from the Developer roles in Anti-Virus, Technical Support and most recently in management of a technical support team for the past 1 year. Taehwa’s management philosophy is about encouraging everyone on the team to be independent thinkers and not feel like he is looking over their shoulder. Taehwa looks for people who can think out-of-the-box and then execute on a good idea.

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting https://benefits.vmware.com/kr/.

여러분과 여러분의 소중한 가족들은 다양하고 경쟁력있는 복리후생 제도를 누리실 수 있습니다. 아래는 그 중 몇 가지 내용이며, 저희 웹사이트(https://benefits.vmware.com/kr/)에 방문하시면 더 많은 내용을 확인하실 수 있습니다.

• Medical Coverage (자녀, 배우자, 부모님, 배우자 부모님을 보장하는 임직원 단체 보험)
• Employee Stock Purchase Plan (우리사주제)
• Generous Time Off Programs (유연하고 다양한 휴가 제도)
• Flexible Benefits (연간 50만 원의 선택적 복리후생)
• WellBeing Allowance (연간 약 110만 원의 웰빙 수당)
• Children Tuition (대학교를 포함한 자녀 학자금)

More information you may want to know

• Office Location: ASEM Tower, Seoul (Working from home available) 삼성동 아셈타워 (재택근무 가능)
• Type of Employment: Regular (3 months’ probation period) 정규직 (수습기간 3개월)
• How to Apply: Click ‘Apply’ and submit your CV in 1 file (doc, pdf) 지원서 작성 및 자유 양식의 이력서 등록
• Not ready to apply, or have some questions first? Feel free to email us at [email protected] for more information.
• This job post may be closed early if all openings are filled.
• If there is any false information in the application, the offer may be canceled.
• 입사 지원 전 궁금하신 점이 있다면 [email protected] 으로 문의 바랍니다.
• 해당 포지션은 채용 시 마감될 수 있습니다.
• 입사지원서 내용에 허위사실이 판명될 경우 입사가 취소될 수 있습니다.
• 지원서 작성 시 신체 조건, 출신 지역, 혼인 여부, 재산 및 가족의 학력, 직업, 재산 등 직무와 관련 없는 정보의 기재를 금지합니다.

What happens once you apply?

• End of Application: Open until Filled (Encouraged to apply immediately)
• Recruitment process
• Application review
• Recruiter phone interview
• Hiring team interviews
• Background check
• Offer
• The recruitment process may be different depending on the job and maybe changed due to scheduling and circumstances. Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.

• 지원 마감: 채용 시 마감
• 채용 프로세스
• 지원서 검토
• 리쿠르터 전화 인터뷰
• 현업 인터뷰
• 백그라운드 체크
• 채용 제안
• 전형 내용/일정은 회사 사정에 의하여 변경될 수 있으며 합격/탈락하신 분께는 이메일로 개별 통보 드립니다.

Category : Client Support

Subcategory: Technical Support

Experience: Manager and Professional

Full Time/ Part Time: Full Time

Posted Date: 2022-08-30

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.