Compute Staff Technical Support Engineer - Level 4 , Cairo

Job Description
Technical Support Engineer
Location: Cairo Egypt
The Elevator Pitch: Why will you enjoy this new opportunity?
VMware is the global leader in virtualization and cloud infrastructure
solutions that enables businesses to thrive in the Cloud Era. Our Global
Support organization brings together an extraordinary and diverse group of
people that supports over ‎250,000 companies in ‎100+ countries.
Our people are at the core of everything we do. We deeply value execution,
passion, integrity, customers, and community. Do you crave a work environment
of energy, innovation, and collaboration? Then come be part of our team. Work
Here. Transform Everywhere. Visit: http://careers.vmware.com.
Technical Support Engineers (TSEs) are the life blood of Global Support,
passionate about helping VMware customers and committed to solving their most
complicated issues in a timely fashion. As a Technical Support Engineer, you
are the trusted ally of our customers and the expert they turn to for
troubleshooting, diagnosis, and resolution. Our Technical Support Engineers
are the "face" of VMware to IT professionals world-wide.
When you join our team as a Technical Support Engineer, you will learn and
support our latest technology, receive mentoring from managers and become a
valued member of our team. TSE's who deliver outstanding customer satisfaction
are well-positioned for future career growth opportunities across various
disciplines.
Success in the Role: What are the performance outcomes over the first ‎6
months you will work toward completing?
A first-year TSE will undergo a substantial skills development training
program focused on learning our core products, tools & processes. After an
‎8-week onboarding program that includes technical and soft-skills training,
you will shadow and collaborate with fellow TSEs to learn the skills and
habits necessary to deliver unparalleled customer experiences. Within ‎12
weeks, you will begin engaging directly with VMware customers and partnering
with them to resolve issues.
To be successful in this role, you must be a motivated self-starter and
resourceful learner, possess strong customer interaction and problem-solving
skills, and be able to prioritize multiple requests and work assignments. If
you are someone who embraces new technology, enjoys continuous learning, and
desires a collaborative work environment, we encourage you to explore this
opportunity with VMware Global Support.
What type of work will you be doing? What assignments, requirements or
skills will you be performing on a regular basis?
Our Technical Support Engineers are trusted advisors and experts that VMware
customers seek out when they have a question or issue. The responsibilities
for this role include:
* Provide Advanced troubleshooting support to VMware customers via phone, email, and Remote sessions in a timely manner while maintaining a strong customer first focus.
* Work collaboratively with Escalation Engineers to troubleshoot complex environments.
* Collaborating with experienced engineers, review logs and communicate detailed action plans and reproducing issues in a lab environment.
* Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.
* Mentor and provide trainings to newcomers while continuing to develop own expertise in virtualization technology.
* Deliver Transfer of Information Sessions to other colleagues to share knowledge and enhance troubleshooting skills.
* Embrace VMware's culture of knowledge sharing by documenting and linking all technical learnings to existing solutions and creating new knowledge-based articles to be shared with both customers and colleagues.
* Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.
* Completing various training programs designed to further enhance your skills.
* 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.
What is the leadership for this role? What is the structure and culture of
the team like?
This position reports to a Technical Support Manager based in our Cairo, Egypt
office but you will collaborate with teams from across the globe. Your leader
will provide guidance and coaching to help you achieve your maximum potential.
We value fresh ideas, innovative thinking, and constructive feedback. Team
members are encouraged to challenge the status quo and invent better ways of
delivering support. Our culture is one of possibility. Everyone is empowered
to develop new ways to achieve success.
Where is this role located?
The location of this role is based in our VMware office in Cairo, Egypt. Work
will be done from the office some days during the business week but can be
performed virtually from anywhere within Egypt.
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. You can view the complete
benefits package by visiting: www.benefits.vmware.com
* Employee Stock Purchase Plan and a generous pension matching program
* Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
* Generous Time Off Programs
* ‎40 hours of paid time to volunteer in your community
* Rethink's Neurodiversity program to support parents raising children with learning or behaviour challenges, or developmental disabilities
* Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
* Wellness reimbursement and online fitness & well-being classes

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: ‎2022-‎06-‎16

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.