VMware Support Engineer

Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for VMware, Oracle, SAP, JD Edwards and Microsoft.

We have an immediate need for an experienced VMware L3 Support Engineer:

• The role is fully remote, but the candidate must be based in India
• Occasional after hours, weekends and holidays support for urgent customer issues.
• Must have excellent customer focus and communication, friendly interaction and passion to help customers with their software issues.
• Ability to troubleshoot customer issues in an environment where online and remotely connected to the customer’s systems.
• Work as part of a global team ensuring effective collaboration to help resolve customer issues in a 24x7 follow the sun support model.
• Drive customer satisfaction by tracking issues from start to closure, minimizing aging cases.
• Provide when requested root cause analysis for technical issues.
• Assist with creating and maintaining relevant knowledge articles.
• Work with other internal stakeholders as needed to enhance the overall customer experience.
• Strong analytical and problem-solving skills
• Promote best practise and new methodologies

Role skill requirements:

• Minimum 5 years’ experience across VMware core technologies at a senior support level.
• Experience across one or more VMware subject matter area’s of expertise – Compute / Infrastructure / Networking / Automation (vRealize Suite) with advanced knowledge of ESXi and vCenter Server as a base line,
• Strong skills in Storage, especially SRM
• Experience in configuration of VMware virtual solutions.
• Knowledge of scripting languages such as Python or PowerShell.
• VMware & industry certified qualifications where appropriate e.g. VCAP-DCV, CCNA.
• Experience in handling critical customer situations.