Technical support professional 3 , Cairo

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Job Description
The Elevator Pitch: Why will you enjoy this new opportunity?
Are you passionate about learning and working with new VMware cloud technology
and expanding your current technical expertise all while solving complex
problems for key customers? Are you a natural collaborator that craves working
with enthusiastic, creative, customer focused teams that support the world's
leading edge software products spanning every imaginable industry across the
entire globe?
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 for SASE VMware: SD-WAN, you will take
your vast knowledge of VMware Cloud and blend it with VMware Cloud
technologies and help our most elite customers troubleshoot, understand, and
conquer their Cloud challenges. You have in depth Cloud, Networking and
Security expertise that will put you into position to support and mentor our
Level ‎1, ‎2 &‎3 Technical Support Engineers, design and implement best
practices, knowledge base creation, SASE VMware: SD-WAN training and technical
escalations.
When you join the team, the process begins with your success in mind. Your
experience and training are meant to enhance your current knowledge. Your
success will be parament from day ‎1. Your primary focus is completing the
extensive VMware SASE onboarding.
Once onboarding is achieved, you will collaborate with your peers to support
global customers issues. You be given an opportunity to work with tenured
engineers to expand your troubleshooting, research, and lab reproduction to
resolve many complex issues.
As your Senior Technical Support Engineer skill set grows, you will work on
additional product lines and progress your skillset on more technologies and,
working with senior engineers build cases to shape product development, based
on how customers are utilizing the VMware Cloud service.
Throughout this time, and your career at VMware, you will be able to develop
through training, learning tools, research time and training days. As you
expand your skill set your opportunities will expand at VMware.
VMware knows the world is always moving forward. We move with it. We strive to
not only make you an expert but keep you there. Continuous training, career
development, and a focus on providing superior customer support makes sure you
are always growing and ready to exceed the customers' expectations for support
delivery.
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, you will be responsible for resolving
customer technical issues and supporting the team and the support operation.
Key strengths for this role would be motivation, keen to learn, strong
customer service and technical problem-solving skills, someone who embraces
challenges.
To be successful in this role, you will:
Work closely with other support engineers, sales engineers, and customers to
understand customer network configurations and problems that they may be
facing or simply answering technical inquiries about VMware SASE products.
You will use your expert knowledge of Linux, APIs and MYSQL to establish root
cause of customer issues.
Utilizing your communication and technological skills, including, but not
limited to Technical Expertise, Applied Logic, as well as Time, Queue and
Customer management.
Work independently utilizing your skill set and knowledge to resolve complex
queries while providing world class support to our customers.
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.
Leveraging your Cloud skill set to create knowledge articles for global
circulation and use, based on the issues you have resolved.
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.
The skills and abilities needed to be successful:
Prior experience working in a Support/Technical Assistance Center (TAC) team
Linux based OS proficiency required. Including but not limited to:
Booting issues
Cloud-init
Highly comfortable working through CLI.
Network configuration
Service configuration (NTP, DNS, SSH)
OS Performance analysis (hardware, OS and application layers)
Experience supporting OS Linux servers running on virtualized environments
(on-prem and cloud).
Clear understanding of the multiple technologies that interact on the
operation of a HTTPS server. Including those external to the server such as
Hypervisors, DNS servers, NTP and network layer devices between an end user
and the webserver server.
Experience debugging web applications using browser developer tools (e.g.
console, network request log, debugger, etc.)
Basic networking knowledge preferred (HTTP, TCP, IP)
OS level virtualization knowledge is desired (i.e containers).
General familiarity with concepts like multi-tenancy, password management,
common access issues that customers might have with a cloud service
Experience using / building REST API clients (curl, postman, python)
Basic understanding of MySQL desired.

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: ‎2022-‎12-‎06

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.

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