ob Description
The job of a Product Support Engineer (PSE) is pivital in a growing company like VMWare. A PSE is responsible for representing the Global Support Services (GSS) organization with other cross functional groups within VMware. This position will require close interface with Global Support Services, Product Management, Engineering, and Program Management to ensure supportability requirements are being met.
The Product Support Engineer (PSE) is responsible for assessing product supportability, useability, and reliability throughout the product lifecycle (PLC) and presenting support priorities in any related decisions. The goal is to impact or influence product releases in areas that directly affect support productivity, customer satisfaction, and the overall customer experience.
Responsibilities
* Perform trend-analysis to identify and document product supportability, useability, and reliability requirements
* Research and identify features and defects that impact support business and operations and overall customer satisfaction and work with engineering to eliminate them
* Review Product Requirements Document (PRD) and Engineering Requirements Document (ERD) to identify additional support requirements
* Suggest and negotiate the insertion of support requirements specifications within the PLC
* Participate in cross-functional team meetings and represent Global Support Services throughout the product release planning phases.
* Work with support engineers to solicit input in identifying support requirements specifications
* Identify,define and develop any training and support tools necessary to support new products/services.
* Define and oversee the development or integration of any support tools that will enhace support efficiency
* Represent and communicate the global support perspective on crossfunctional teams regarding maintenance of existing product as well as future versions.
* Assist in training development and delivery as part of the global service readiness activities
* Lead and participate in the Beta support efforts
* Generate knowledgebase articles and whitepapers
* Lead and perform documentation review as part of the product release cycle
* Develop New Product Bulletins and other communication mechanisms to disseminate product information within GSS.
* Engage with partners for training and general information exchange
* Host internal support techtalks and technical roundtables
* Maintain expert-level product knowledge
* Attend and present at technology seminars
Requirements
Must have the following skills/experience:
• Strong OS background – Linux preferred
• Indepth knowledge for troubleshooting problems in at least one of the following areas:
o Networking
o Storage
o Performance
o Dump Analysis
• Hands on experience with Enterprise IT environments or experience in supporting large enterprise customers with complicated setups
• Excellent communication skills – both written and verbal
• Good working knowledge of Server Hardware
• Exceptional time management skills.
Ability to interact positively across all levels of the organization
• A great team player
The following skills/experience would be a plus:
• At least 2 years of a similar role (PSE or NPI engineer) in a large software support organization
• Experience as a System Adminstrator/Analyst in a large firm
• Some amount of programming skills to debug code
• Ability to adapt existing knowledge and experience to new/changing business requirements.
• Bachelor’s degree in a technical discipline, preferably Computer Science or equivalent experience