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Job Description
Opportunity for Working Remote
Why will you enjoy this new Opportunity?
Working with Global Support, you will be hands-on working with our customers leveraging our Workspace ONE Product. If you enjoy a hands-on approach with Technology, Problem-Solving and Trouble-Shooting – this is a great opportunity to further your Career. As a Subject Matter Expert, you will be responsible in supporting our Front-Line Engineers, but will also interact with Customers to Resolve issues with their Workspace ONE Devices.
Workspace ONE (https://www.vmware.com/products/workspace-one.html) is a digital platform that delivers and manages any app on any device by integrating access control, application management, and unified endpoint management. The platform allows IT to deliver a digital workspace that includes the devices and apps of the business’s choice, without sacrificing the security and control that IT professionals need.
What do you need to make you successful?
The key to this position is collaboration with other teams while leveraging technical experience, communication, hands-on trouble-shooting and leading others in best practices and execution.
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From Day 1, you should be able to provide best practices and support for customers who have deployed Workspace ONE
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Within the first 30 Days, you will work closely with other T3 Engineers to become more familiar with Processes and Expectations while also shadowing calls with customers to better understand the role and position.
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Following, the next 60-90 day timeframe, you will collaborate with other cross functional teams suchas Engineering/Saas Ops/Net Ops/Deployments and Professional Services.
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During this time, you will also help drive resolution through end-to-end ownership of critical customer issues
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Strong technical skills, trouble-shooting, communication and collaboration will all be Key attributes to continued success with these teams
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Past the 90 day mark, you will create and maintain documentation to support internal and external customers with self-help materials
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You will also take lead on any issues that you can pro-actively take ownership to work with Engineering and be our customer’s internal advocate
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A hands-on approach is key while taking ownership of situations will make this position exciting while using it to further your career as you collaborate with other teams
What type of work will you be doing? What skills will you need to be performing on a regular basis?
The key attributes to leverage are as follows:
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Attend Daily Stand-Up calls (remotely) to collaborate on the day’s activities, discuss priorities, determine which teams may need to be involved to drive resolution; and basic announcements that are pertinent to the team
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Provide Next Steps / Plan of Action for cases that are being worked on by Front Line Engineers. This may include working closely with them to better understand the issue at hand, the due diligence already completed, and what still needs to be done
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Further, a plan of action may be helping communicate an action plan on customer calls
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Leading internal discussions to provide guidance and a path forward to front line engineers
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Helping collaborate on Slack Channels to analyze customer issues and technical guidance for resolution
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Own Customer Facing tickets to drive issues to resolution
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This may include working closely with Engineering to understand Blockers and Root Causes of the issue at hand. R&D may include Next Steps, join customer calls, provide Beta Applications, Patches, Product Releases or general help to resolve customer issues.
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Testing in labs and understanding the intricacies as to how Workspace ONE works will be paramount in your success
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This requisition is specific to Windows within T3. If you have 3-5 experience in on Windows Platform within Workspace ONE and are interested in this position, please apply to find out more.
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Who is the leadership for this Role?
The Hiring Manager for this is Michael Hoysa. He is a T3 Sr. Manager for NA who oversees Engineers from North America, India and Costa Rica. He has been with VMware Inc for over 10 years; previous experience includes managing strategic accounts and also years working on the Regional Escalation Management (REM) Team.
- Where is the role located?
This role is remote, but the employee will be located in India. Ability will be to cover Pacific Time Zone (PST) during 9a – 6p timeframe.
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-04-06
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.
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.
