Virtualization Technical Support Engineer

TeraSky is a leading technology company specializing in VMware, Kubernetes (k8s), and cloud technologies. Our mission is to deliver innovative solutions and exceptional services to our clients, empowering them to succeed in the digital era.

As a Virtualization Technical Support Engineer, you will be providing support to commercial customers, in diagnosing, isolating, reproducing, and fixing technical issues in a timely manner.

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

Responsibilities:

• Deliver Top-Tier Support: Provide L1 and L2 support to Support Commercial tier customers according to VMware’s best practices
• Issue Resolution and Troubleshooting: Resolve complex challenges across VMware VCF products like vSphere, NSX-T, vSAN, vCenter, and Aria Operations by isolating, verifying, and reproducing issues to deliver precise solutions and robust workarounds
• Resolve customer issues with installations, configurations, upgrades, and troubleshooting within VMware products, ensuring smooth and uninterrupted service across VMware Products
• Keep up to date with virtualization solutions using documentation and LAB tests and maintain required certifications
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
• Case Management and Documentation: Document every step and solution with clarity, ensuring streamlined support and smooth transitions to L3 if needed
• Customer Interaction and Support Coverage: Be the trusted expert for clients, providing direct support and 24/7 coverage for Severity 1 cases across critical platforms, ensuring customers have the confidence of round-the-clock support

Requirements:

• Experience: 2+ years of hands-on experience in various IT roles
• Experience in key VMware products' core architecture, components such as vSphere, VCF, NSX-T, Aria Operations, Aria Operations for Logs, and more
• Hands-On Issue Resolution: Dive deep into technical troubleshooting, isolating problems, gathering log data, identifying patterns, and deploying solutions that drive fast, reliable results
• Good interpersonal communication and customer service skills are needed to work successfully with customers in high-stress and or ambiguous situations
• Customer-centric mindset, delivering high-quality solutions that meet or exceed customer expectations
• Prior Experience: Previous roles in customer support or consulting environments, especially in a partner support model with escalation paths, are a plus
• Soft Skills: Excellent interpersonal and communication skills, with a customer-centric mindset and the ability to explain complex technical concepts to diverse audiences
• Basic understanding of Networking, Storage, and Multiplatform Operating Systems Knowledge (Windows, Linux, UNIX)
• Availability 24/7 for troubleshooting and issue resolution

Advantage:

• Experience with VMware Cloud Foundation
• VCP-DCV, VCP-NV, VCP-CMA, vSAN Specialist, VCF specialist, CCNA, RHCA/E

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves.

We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work.

We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity, and experience.

We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.