VMware Senior/Technical Support Engineer in Austin, Texas

VMware is rapidly defining the cloud application monitoring market with metrics analytics, a different and better way to ensure performance and reliability of the cloud and modern applications. Wavefront by VMware’s SaaS solution uses a massively scalable approach pioneered at Google and refined at Twitter that is now available to everyone. We deliver to tech ops, devops, and development personnel the combination of the most powerful query language in monitoring, running against a unified, full detail, big data metrics store in real-time with no limits. All of this capability is backed by an experienced enterprise team.

As a Senior Technical Support Engineer in our rapidly growing post sales technical support team, you are a driven and well-rounded individual possessing strong technical and communication skills. You will assume significant responsibility and grow at a rapid pace would fit perfectly in the role. You will work with our customers during the early stages, from pre-sales through the entire implementation process, and be responsible for leading the success of the customer. As our solution is redefining the approach to data center management, you will need to have the ability to guide our customers in demonstrating significant new capabilities and contribute to the knowledge capital creation process.

Responsibilities:

  • Provide extraordinary customer service throughout the entire life phases of adoption

  • Perform and handle the implementation process for our customers

  • Maintain high customer satisfaction through dedicated communication and ownership of issues

  • Advise on continual methodology improvement, standard methodologies, tools and techniques for more effective product usage and shared repositories of product information and solution documentation

  • Understand client requirements and overall project vision

  • Communicate Wavefront by VMware methodology to clients

  • Liaise with product management to communicate customer feedback

Requirements:

  • Minimum 3 years of experience in technical support, customer success, pre-sales or software consulting/implementation

  • History of success working directly with end users

  • World-class reliability - our customers will expect rapid responses to product questions

  • Experience working with multiple customers in a high energy, fast paced environment

  • Client management and organization/business awareness

  • Strong programming skills in at least one language (JavaScript, C++, Python, etc.)

  • Command line proficiency Unix, Mac OSX

  • Strong written and oral communication skills – proven client facing skills

  • BS in CS or EE (or equivalent education or experience)

Why VMware?

At VMware, we actively attract, engage and celebrate our people from a wide variety of dynamic backgrounds, experiences and perspectives. By doing so, we foster a culture that’s welcoming and supportive, where great people will want to work and thrive long term. This strength propels us towards our common goal of developing transformative products and services through our collaborative drive to imagine, define and deliver the future of IT. Take a look at some of benefits here: https://benefits.vmware.com/

We are an equal opportunity employer and value diversity. VMware is committed to Equal Employment Opportunity throughout our recruiting and hiring process and is dedicated to increasing diversity in our workplace.

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.