发简历到resume-china@vmware.com，懂网络，做过售后。
Senior Technical Support Engineer
Job Description
Job Description
Are you're looking to establish yourself in a dynamic and growing environment? If so, this role is for you.
In this role, you will be responsible for working closely with other support engineers, sales engineers, development engineering and customers to understand customer network configurations and problems that they may be facing or simply answering technical inquiries about VMware SD-WAN by VeloCloud products. You will use your knowledge of networking protocols and networking products to establish root cause of customer issues. Customers may range from large enterprises to multinational telco service providers.
Sometimes this may involve raising the issue internally and keeping open communication with partners about the progress. You will engage customers via email and phone and provide timely and accurate information. One key objective would be to provide immediate solution/workaround and guide customers until the issue can be resolved.
Responsibilities:
Drive customer satisfaction by expediting the resolution of all service issues by conducting log analysis, reproduction work and engaging external and internal resources as required.
Proactively escalate customer issues and work with Sales, CPD, PM to assign appropriate priority.
Provide high quality Live Answer technical support.
Complete KB articles for resolved issues.
Retain ownership of customer issue from creation to closure
Drive customer issues to completion with the use of log files or remote access software.
Requirements:
6+ years of Technical experience in Networking Support.
CCNP R&S or equivalent preferred.
Prior experience working in a Support/Technical Assistance Center (TAC) team
Linux troubleshooting skills such as log reading and performance testing highly desired
Hands on Experience in TCP/IP stack, L2 and L3 technologies.
Expertise in understanding different network topologies and configurations
Expertise in dynamic routing protocols such as BGP & OSPF
Debug / troubleshoot the customer’s environment, collect additional information about the problem and resolve network performance issues.
Quickly assess and understand customers issues and business impact
Ability to analyze network traffic and read a packet capture
Ability to reproduce customer reported issues in the lab environment, work with development and QA to verify and fixes before they are rolled out to our customers
Excellent presentation and communications skills in Mandarin and English.
Equal Employment Opportunity Statement
VMware is an Equal Opportunity Employer committed to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, HIV status, family medical history or genetic information, family or parental status including pregnancy, 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.
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