Serviceability Engineer Job in Vmware

Job Description

Org: Global Services (GS) Serviceability Team

Position: Serviceability Engineer

A GS Serviceability Engineer requires a broad understanding of VMware technologies, and preferably a specialization in NSX and solution stacks which contain NSX. The GS Serviceability Engineer is the technical bridge between support and engineering. This specialized role requires the ability to interface at the Product Development Engineering level for product strategies, conceptual designs, product features/functions, and identifying areas of concern with regard to product serviceability and the customer experience. As a GS Serviceability Engineer you will need to understand the detail behind the solutions and if necessary, also be able to communicate your suggested alterations to the solution and the reasoning behind the changes. At management request, the GS Serviceability Engineer will engage in complex customer escalations. A mix of specialized Technical Skills, Business Acumen, and a strong desire to improve the customer experience is required.

While this role may require supporting critical customer escalations, the main focus is to influence and drive change towards a more positive customer experience through partnering with Product Engineering teams to improve serviceability/supportability of products and solutions.

Responsibilities:

• Serviceability/Supportability
  • Provide bridge function that spans support and engineering
  • Develop GS serviceability requirements and associated KPIs/measures
  • Represent GSS for Development Engineering projects, councils, and reviews
  • Contribute to serviceability test automation that will be used to validate GS serviceability requirements
  • Perform component level deep dive with a focus on changes to improve the customer experience
  • Gain expertise early in new and emerging products and solutions using NSX in preparation for product support and for driving serviceability improvements into future product releases
  • Based on customer experiences, ensure that product and solution testing is representative of real-world situations by providing feedback on plans and results as well as contributing use cases to support test scenarios to respective engineering functions
  • Monitor and review testing of alpha and beta products, and provide feedback to Engineering
  • Proactively identify areas of opportunity and create the business case for these opportunities for presentation to Engineering
  • Lead and participate in projects related to solutions support and organizational growth
  • Deliver training and transfer of information
  • Special projects as required

• Support Services - Escalation Support
  • Engage in complex customer escalations at request of Management
  • Lead debug and recovery efforts working closely with support and engineering
  • Identify, trend, document, and recommend corrective actions in response to issues at critical situation accounts and collaborate with the Engineering and Support organizations to address product defects and trends
  • Communicate and collaborate with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems and build integrated approach to delivering quality support solutions
  • Monitor and track task progress and resolve high-level problems to drive efficiency in the escalation triage

Skills & Requirements:

• Must be able to work with ambiguity and change adverse situations
• Must be experienced with interfacing with Executive Leadership, Engineering, Sales, Professional Services, Partners, and Customers
• Experience with product and solution RAS (Reliability, Availability, Serviceability)
• Ability to convey a strong sense of urgency
• Critical thinker, problem solver, and a leader in times of crisis or controversy
• Possesses Jedi-like abilities and used only when needed
• Experience in working effectively in high stress situations
• Strong interpersonal, written, verbal communication and presentation skills
• Demonstrated experience influencing people across functional and regional boundaries
• Demonstrated effectiveness in working with global or international operations
• Minimum 5+ years experience in technical support or engineering role preferably in enterprise class systems and/or virtualization products
• BS Computer Science or equivalent experience preferred