Job Description

POSITION RESPONSIBILITIES:
Provide expertise on the most used Mobile platforms, wireless telecommunications, and enterprise networking.
Take an active role on escalated critical customer issues driving ownership through resolution
Continuously review AirWatch implementations SOPs as well as best practices with R&D/Saas/Deployments and Services to ensure scalability and reliability of Enterprise level deployments
Document and provide infrastructure recommendations to VMware AirWatch customers
Set correct expectations and drive relief and resolution through effective communication
Monitor progress of incidents and work with Global Escalation Team and Product/R&D Teams to ensure appropriate resources have been allocated and that resources are pro-actively trouble-shooting the incident
Configure Labs to closely mimic customer environments
Identify product deficiencies and work with R&D to ensure defects are corrected in a timely manner, as it pertains to escalations, and overall AirWatch product
Analyze and create environment performance metrics
Identify areas of opportunities to improve VMware AirWatch products
Review root cause of escalations and work with appropriate resources to ensure continuous improvements of VMware AirWatch products
Travel to customer sites and VMware Offices, as necessary

POSITION REQUIREMENTS:
4+ years of experience providing technical consulting services and expertise to Enterprise-level clients.
In-depth experience of how the major mobile platforms behave and operate (Android, iOS, Windows Phone and Desktop, macOS, etc.), including platform communication protocols, OS behavior, capabilities, and limitations
Enterprise Windows & Linux Server experience; comfortable in terminal-only environments and familiar with tools and scripting for both platforms
Knowledge of SQL, Networking, IIS, .NET, Java Web Servers and Web Applications, and Web Application Troubleshooting
Excellent Customer Service skills
Excellent Communication skills; written and verbal
Ability to excel under pressure and tight deadlines
Thrive in a teamwork centric environment
Ability to work independently and perform well under minimal supervision
Ability to drive architecture review through defined process to resolution
Strong relationship skills and ability to build strong relationships with cross-functional departments
Effective working with global teams and other international operations

Ability to work effectively in high stress situations

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

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2020-05-26

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. Job ID: R2006760