Technical Support Engineer

Job Title

Technical Support Engineer

Job Scope

The Technical Support Engineer is accountable for addressing technical issues in a timely and efficient manner and maintaining strong relationships with partners and end users ensuring full satisfaction at all times.

Main Duties and Responsibilities

• Provide technical support to customers via phone, email, chat, and remote assistance tools.
• Diagnose and troubleshoot technical issues related to VMware vSphere,
• Collaborate with cross-functional teams, including Engineering and Product Management, to resolve complex technical issues.
• Document and track customer interactions and issue resolution using Wolken system.
• Contribute to Broadcom knowledge base articles and create technical documentation to aid in issue resolution and customer education.
• Proactively identify trends and patterns in customer issues and work towards preventing future occurrences.
• Participate in on-call rotations and provide after-hours support as needed.
• Knowledge of the following products is a plus, VMware NSX, and VMware Cloud solutions, ARIA.

Position Requirements

• Previous experience in a technical support role, preferably supporting enterprise software or virtualization technologies.
• Strong understanding of virtualization concepts and technologies, particularly VMware products.
• Hands on experience on VMware vSphere.
• Excellent troubleshooting and problem-solving skills.
• Effective communication skills, both written and verbal.
• Ability to work independently and/or as part of a team in a fast-paced environment.
• Relevant certifications such as VMware Certified Professional (VCP) or VMware Certified Associate (VCA) are a plus.

Education

Bachelor’s degree in Computer Science or any other related field

Experience

At least 3 years of relevant experience

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