The Elevator Pitch: Why will you enjoy this new opportunity?

Are you passionate about technology and solving complex problems for key customers? In this role, you will be working on the Workspace ONE technology and helping key customers successfully manage their corporate and warehouse/distribution center device fleet. You will have the unique opportunity to serve as a technical partner to one of our key customers, helping them solve their most complex business challenges with VMware’s Workspace ONE product suite.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

As a Senior Technical Support Engineer in the End User Compute team, you will continue to expand your knowledge in VMware Workspace ONE technology and help our customer troubleshoot, understand, and overcome challenges in their operation. You will also support the Technical Support Team, including TSE 1, 2 and other level 3 engineers on best practice, knowledge creation and escalations.

In this role you are expected working directly with our customers in your first month thus it is critical that you have prior Workspace ONE knowledge and that you meet the below requirements for this role:

Technical Skillsets - Be well versed in one of the Workspace ONE technology areas below: Managing and troubleshooting Android Rugged devices fleets at a large scale such as:

• Troubleshoot issues for a fleet of rugged devices, primarily Zebra utilizing knowledge of Zebra device staging and management tool - StageNow.
• Troubleshooting experience and working knowledge of Linux Relay Servers and Relay Server Content Connectors (RSCC)
• Understanding and troubleshooting for configuration and deployment of Product provisioning for application installs, OS update management, device profiles, Files/Actions etc.
• Support and troubleshoot for customer use-case of device lockdown with WS1 Launcher (single and multi-app modes)
• Working knowledge of Android troubleshooting, Android file management, Android Enterprise, Android and Zebra OEM APIs, Android and Zebra log collection (ADB, bug report, RX logger) etc.
• Support end-to-end functionality of Remote Assist solution for Zebra devices

Managing and troubleshooting of Workspace ONE UEM infrastructure.

• Understand and troubleshoot issues related to infrastructure and core components such as Device Services, Console, AWCM, Scheduler, Compliance Engine, etc.
• Prior experience leveraging Workspace ONE API to automate and manage device fleets at scale.
• In-depth understanding of Workspace ONE UEM networking requirements and has leverage networking tools such as Wireshark or Fidler to help isolate issues.

Managing and troubleshooting Workspace ONE Access and identify management related issues. Prior experience troubleshooting issues with:

• Active Directory
• Single Sign on and Federation
• SAML, OIDC, Oauth2
• User and catalog syncing
• Third Party Identity Providers and Service Providers
• Horizon VDI user access via Workspace ONE Access

Flexible Work Schedule - You must be flexible in your work schedule, as our Global Support team operates in 24x7. In this role you will be working primarily be working eastern business hours and rotating through one of the below shifts.

Monday – Friday

Tuesday – Saturday

Sunday – Thursday

Travel – Able to travel 10%-15% of the time

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

As a Senior Technical Support Engineer in the End User Compute team, you will be responsible for resolving technical issues and supporting the team and the support operation. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.

To be successful in this role, you will:

• Work independently to resolve customer, TSE, and team issues, supporting the management team in overall development of the team.
• Strengthen your technical skills in the areas of: access and identify management, networking, SaaS infrastructure and, mobile, Android Rugged and device management.
• Drive communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management within the team.
• Troubleshoot, research and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role.
• Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.
• Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved.
• Work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.

Where is this role located?

Remote: this role is fully remote and can be done anywhere in the United States

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.

• Employee Stock Purchase Plan
• Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
• Generous Time Off Programs
• 40 hours of paid time to volunteer in your community
• Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
• Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
• Wellness reimbursement and online fitness and wellbeing classes

This job requisition is not eligible for employment-based immigration sponsorship by VMware.

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Global Support (vmware.com)

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2023-02-02

Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. 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? 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 startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.