Virtualization Technical Support Engineer

TeraSky is a leading technology company specializing in VMware, Kubernetes (k8s), Data, 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, possess strong customer service and technical problem solving skills.

Responsibilities:

• Support Service and Resolution: Provide L1 support to Support Commercial tier customers according to VMware’s best practices.
• Issue Resolution and Troubleshooting: Resolve complex challenges across VMware VCF products mainly vSphere, vSAN, vCenter and additional products as NSX-T, Operations, Operations for logs etc’.
• Resolve customer issues with installations, configurations, upgrades, and troubleshooting within VMware products, by isolating, verifying, and reproducing issues to deliver precise solutions and robust workarounds.
• 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 L2 and L3 if needed.
• Customer Interaction and Support Coverage: Be the trusted expert for clients, providing direct support and 24x7 coverage for Severity 1 cases across critical platforms, ensuring customers have the confidence of round-the-clock support.

Qualifications

• Experience:1+ years of hands-on experience in various IT roles.
• Experience in key VMware products' core architecture, components such as vSphere, vCenter, vSAN.
• Experience in VCF, NSX-T, Aria Operations, Aria Operations for Logs – Advantage.
• 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 some of the following technologies:

• Networking
• Storage
• Linux
• TCP/IP
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Logical approach to problem solving.
• Multiplatform Operating Systems Knowledge (Windows, Linux, UNIX) would be an added advantage

Advantage:

Experience with VMware Cloud Foundation

• VCP-DCV, VCP-NV, VCP-CMA, vSAN Specialist, VCF specialist, CCNA, RHCA/E