Sr. Support Engineer, VMware

Rimini Street

1d•$128,000 - $160,000•Remote

About The Position

The role of the Sr. Support Engineer, VMware is to provide exceptional remote-based support for mission-critical VMware components as part of our global VMware Services support team. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments.

Requirements

10+ years of VMware experience across the VMware technology footprint
Technical and functional expertise with solid understanding of vSphere, vCenter, vSAN, NSX, SRM and Aria Suite components.
Expert knowledge of NSX is a huge plus.
Expert knowledge of Tanzu is a huge plus.
Knowledge of any of the following products is also beneficial: Dell VxRail, VCF, Aria Automation, Horizon View and VMware TKG.
Expertise with VMware including full life-cycle implementation experience, configuration, and administration of VMware
Knowledge of VMWare maintenance/patching mechanics and VMware architecture
Demonstrable history solving complex problems across multiple components
Work closely with client VMware SMEs and Management
Superb trouble-shooting skills and tenacity in problem solving
Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
Strong knowledge of key application functionality
Excellent English communication skills – verbal & written are required
Attention to detail and the ability to learn quickly
Extreme focus on Client satisfaction
Ability to work calmly and professionally in high pressure situations
The ability to work remotely from a home-based office in a virtual environment
Bachelor’s Degree in computer science or related field or equivalent experience
Fluent English

Nice To Haves

knowledge of multiple VMWare components across multiple releases including proficiency with VMWare component business processes, navigation mechanics, configuration requirements, integrations, and knowledge of underlying technology.

Responsibilities

Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of VMware functionality and develop an action plan to resolve issues
Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting
Work closely with end users on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience
Replicate reported issues as needed for troubleshooting
Provide new or modified configuration to resolve incidents
Advise end users on application functionality and capabilities
Recommend changes to client training based on incident volumes and trends
Create scripts to identify, analyze and correct data issues
Thoroughly document remediation, test results, and approvals
Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
Collaborate with team members in a virtual team environment to extend field experience to different client situations
Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
Participate in a 24x7x365 On Call rotation with other team members. This position is required to support clients in specific business hours