SpringSource, a division of VMware, Inc., (NYSE: VMW) and the leader in Java application infrastructure and management, provides a complete suite of software products that accelerate the entire build, run, manage enterprise Java application lifecycle. SpringSource employs the open source leaders who created and drive innovation for Spring, the de facto standard programming model for enterprise Java applications. SpringSource also employs the Java and Web thought leaders within the Apache Tomcat, Apache HTTP Server, Hyperic, Groovy and Grails open source communities. Nearly half of the Global 2000, including many world*s leading retail, financial services, manufacturing, healthcare, technology and public sector clients are SpringSource customers. For more information visit: www.springsource.com
Role:
This position is responsible for resolving customer issues and assuming all direct contact with the client until resolution is achieved. As part of the Emerging Products support team, a TSE may often work directly with beta testing clients, pre-sales, or Proof of Concept clients as secondary support to Systems Engineers during these periods. Other responsibilities include knowledge creation, TOI and support training content, as well as special projects related to the continued planning of the future support model for the software products. Ability to adapt to a dynamic and changing support environment, contributing inventive ideas and creative thinking to aid the development of your support product and team, as well as be an agent of change and positive influence, toward building the GSS related foundation for supported software products through their lifecycle.
Responsibilities:
* Provide level 1 through level 3 technical assistance in analyzing, diagnosing, replicating and troubleshooting customers reported issues to resolution on vFabric Hyperic technologies
* Manage assigned support incidents and maintain up-to-date status in the Support Console
* Escalate unresolved issues that require more in-depth knowledge to engineering in a timely manner
* Create reproducible test cases, when necessary, for customer reported issues
* Report and submit product defects in the bug tracking system
* Create new knowledgebase articles and keep them up-to-date
* Provide after business hour support on a rotation basis
Qualifications:
* Bachelor*s degree in Computer Science or related field of studies
* Strong analytical, troubleshooting, and problem solving skills
* Windows and Unix/Linux OS
* Databases, preferably MySQL, SQL Server and/or Oracle
* Read and understand log and config files
* Support, QA, training or field experience with enterprise software, preferably monitoring and/or performance suites, or DevOps, or system administration experience
* Excellent written and verbal communication skills, experience creating documentation, procedures, and knowledge base entries
* Optional, ability to read and understand code, preferably Java and/or C++
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VMware (NYSE: VMW), the global leader in cloud infrastructure, delivers customer-proven virtualization solutions that significantly reduce IT complexity. VMware accelerates an organization*s transition to cloud computing, while preserving existing IT investments and enabling more efficient, agile service delivery without compromising control. Organizations rely on VMware, its partners and its industry-leading virtual infrastructure platform, VMware vSphere, to energize their business through IT, while saving energy*financial, human and the Earth*s. With 2009 revenues of $2 billion, VMware has more than 190,000 customers and 25,000 partners worldwide. VMware*s award-winning technology, market-leading position and culture of excellence provide our 8,200+ employees in 40+ locations worldwide with a platform for professional growth and the excitement of being an early-stage innovator.
GSS Overview
The VMware Global Support Services (GSS) team supports over 10,000 companies running VMware servers in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the *best of the best* supporting business-critical applications in a virtual infrastructure.
What's in it for you?
VMware brings together a phenomenal group of people. This includes a world-class development organization with unparalleled expertise in the system software space. The entire VMware team has created a unique business environment - one of energy, creativity, and collaboration. The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial start up.
Job Description
Engineers support over 6,000 companies running VMware servers in over 100 different countries. They support the entire suite of VMware products for global customers and partners, interfacing with them via the phone, email, and web. They resolve customer technical issues through diligent research, reproduction and troubleshooting by utilizing system administration, networking and storage skills. Managers of Technical Support are responsible for managing highly skilled technical support teams. They work closely with our Technical Support Management team, and Engineering, Sales and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
Role:
This position is responsible for resolving customer issues and assuming all direct contact with the client until resolution is achieved. As part of the Emerging Products support team, a TSE may often work directly with beta testing clients, pre-sales, or Proof of Concept clients as secondary support to Systems Engineers during these periods. Other responsibilities include knowledge creation, TOI and support training content, as well as special projects related to the continued planning of the future support model for the software products. Ability to adapt to a dynamic and changing support environment, contributing inventive ideas and creative thinking to aid the development of your support product and team, as well as be an agent of change and positive influence, toward building the GSS related foundation for supported software products through their lifecycle.
Responsibilities:
* Provide level 1 through level 3 technical assistance in analyzing, diagnosing, replicating and troubleshooting customers reported issues to resolution on Alive Enterprise technology.
* Manage assigned support incidents and maintain up-to-date status in the Support Console
* Escalate unresolved issues that require more in-depth knowledge to engineering in a timely manner
* Create reproducible test cases, when necessary, for customer reported issues
* Report and submit product defects in the bug tracking system
* Create new knowledgebase articles and keep them up-to-date
* Provide after business hour support on a rotation basis
Qualifications:
* Bachelor*s degree in Computer Science or related field of studies
* Strong analytical, troubleshooting, and problem solving skills
* Windows and Unix OS
* Databases, preferably SQL Server and/or Oracle
* Read and understand log and config files
* Support, QA, training or field experience with enterprise software, preferably monitoring and/or performance suites, or DevOps, or system administration experience
* Excellent written and verbal communication skills, experience creating documentation, procedures, and knowledge base entries
* Optional, ability to read and understand code, preferably Java and/or C++
