Storage Senior Technical Support Engineer - Military Veterans

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Job Description:

VCF GS - Senior TSE Job Description

Business Job Title: Senior Technical Support Engineer

仕事の目的
•VMware by Broadcom 日本における重要度の高いお客様やパートナー様の成功のために.
•テクニカルサポートエンジニアの仕事を通して,テクニカルスキル•ソフトスキルを成長させ自分自身を成功へ導く.

具体的な職務内容
ストレージ シニア テクニカル サポート エンジニアとして,障害解決,社内チームメンバーとの連携やプロジェクトの支援など
幅広くご活躍していただきます.またチームメンバーの育成と指導を支援することも重要な役割の一つです.

•お客様からサポートリクエスト(SR)から解決までのライフサイクルを通じて,カスタマーエクスペリエンスを推進する.
•様々なリソースを使いトラブルシューティング,再現を通じて技術的な問題を解決する.
•海外エンジニアリング,セールス,マーケティング,オペレーションなどのスタッフと連携協力して問題解決を推進する.
•チーム内の効率を改善するためのツールやプロセスを開発する機会がある.
•KB(Knowledgebase)の作成
•シフト勤務

必要条件
•シフト勤務が可能な方.
•週5日間オフィス勤務可能な方.
•ITシステム管理の概念,プロセスやパフォーマンス,特にストレージやネットワークに深い理解がある.
•Linux/UNIXユーティリティ,Windows(エディタ,コマンドシェルを含む)の実務能力があり,技術サポートも提供できる.

•仮想環境がどういうものか知っている or 熟知している.
•5年以上のサポート業務経験(お客様とメール•電話•Zoomなどでサポート経験アリ)
• 英語でのコミュニケーション能力•読み書き,英語のテクニカルドキュメントが理解できる.

歓迎事項
•SDDC Manager,vSphere,vSAN 製品の実務•サポート経験(vSAN という製品に興味がある,サポートしてみたい!)
•C#,python,Java などプログラミングが好き,趣味な方.
•大規模なサーバ環境と複雑な SAN や DAS のサポート•管理経験がある.

•ストレージ製品サポート実務経験が長い方は歓迎!

•ご自身が自律型だと思う方.
•VMware Certified Advanced Professional (VCAP),または同等の業界資格

勤務地
•東京 田町オフィス

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Job Description

As a senior member of the Global support team in Japan, you will have the ability to work independently or as part of a team with VMware by Broadcom most strategic customers and partners to drive their success.

To achieve this, the role will involve building close relationships/partnerships with our Field, Engineering and Product teams to ensure that VMware by Broadcom is delivering superior service and support to our customers.

In addition, a key part of the role will be to assist in the development and mentoring of the team members to ensure that Global Support (GS) is well placed to support our customers.

To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

Responsibilities

•Own and drive the Customer Experience throughout the lifecycle of Support Request (SR) to resolution.

•Identify opportunities to develop tools, processes to improve efficiencies within the team.

•Resolve technical issues through diligent research, reproduction, and troubleshooting

•Collaborate with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.

•Document all technical inquiries; develop and review content for knowledge systems.

•Be available to travel to Customer sites and represent VMware by Broadcom GS, when necessary.

Requirements

•Willing to work during weekends on a rotational basis.

•Work from office - 5 days a week

•Familiarity with systems management concepts, processes and standards (e.g. SNMP); capacity/performance management and tuning; and storage and network management

•Good practical working ability with Linux/UNIX utilities or Windows, including editors and command shells, with an ability to provide technical support also.

•5+ years related work experience.

•Hands on experience with VMware product.

•Fluent in spoken and written English

•Strong customer advocacy, management of escalated issues and relationship building skills

Highly Preferred Skills

•Hands on experience with SDDC Manager,vSAN products.

•Ability to program and debug bash, perl and python scripts

•Experience in at least one of the following areas (large Windows Server and Desktop Environments, complex Storage Area Networks, including Fiber-channel and Ethernet based protocols)

•Familiarity of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC

•Hands-on and working with key technology solution/language/tools e.g. CloudStack, OpenStack, AWS, KVM, libvirt, Chef, Puppet, Python, CMS, DynamicOps, API, etc.

•VMware Certified Advanced Professional (VCAP) or industry equivalent

About VCF Division

The VMware Cloud Foundation (VCF) division enables organizations worldwide to run their business critical and modern applications in a secure, resilient, and cost-efficient manner.

With our flagship product VMware vSphere, and our industry-leading technologies including vSAN, NSX, and Aria, our customers receive the scale and agility of a public cloud with the security and performance of a private cloud.

Modern infrastructures, accelerated application innovation, and predictable TCO savings and investment returns are just a few benefits of having a private cloud infrastructure powered by VMware Cloud Foundation.

Together, our bold group of technology professionals with diverse backgrounds, spanning engineering, products, marketing, partners, professional services, and global support services, focuses on what can be best for the largest enterprises,

governments, financial services, healthcare, manufacturing, and educational institutions of the world.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.