Staff Technical Support Engineer - Technical Reliability Engineering, Vmware Cloud Solutions
Palo Alto, Ca, Us
Provide backline Escalation Engineer support to the frontline VMC Support Engineers for critical Support Requests. Supporting the VMware Cloud Hyperscalers such as VMC on AWS, GCVE (Google Cloud VMware Engine), AVS (Azure VMware Solution), & OCVS (Oracle Cloud VMware Solution). Tasked with supporting the entire VMC Stack including vCenter, vSphere, NSX-T, vSAN, HCX, HLM, VCDR, SRM, & Horizon VDI. Ranked highest on the team multiple quarters in a row in terms of most Support Requests collaborated on.Provide monthly analysis reports on Support Request Ticket Load, identifying areas of improvement to bolster the VMCS Support Process and workflow. Reviewed over 1,300 Support Requests across multiple SDDC components, identifying tool gaps, process gaps, and customer knowledge improvement opportunities.Manage & Operate the virtualized VMCS team lab environment, maintaining two 4-Node VMC SDDCs including C2C HCX Site-Pair interconnects.Train & Mentor incoming new-hires to the team, covering external, internal, and new-college graduates.Act as technical liaison between frontline engineers and backend Site Reliability Engineers, ensuring incoming escalations are properly triaged at each tier in the support model. Test & Document the internal toolings available to remotely resolve VMware Cloud issues. Create bash one-liner Linux scripts to assist in troubleshooting via Log Reviews on a centralized log review server.Identify knowledge gaps across the support team and address them by creating Knowledge Base articles, internal documentation or runbooks, training recordings, etc...Assist in managing technical compatibility validations for VMware Cloud with new and upcoming product releases.Participate in technical interview boards with potential job candidates to determine technical fit for the job responsibilities of a VMC Technical Support Engineer.
