- 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 customers 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 in handling critical customer situations.

- Knowledge of NSX-T Architecture : Understanding Managers, Controllers, Transport Nodes, Edge Nodes, TEPs.

- Understanding of Logical Switching & Routing : Segment creation and management, Tier-0 and Tier-1 gateway design

- Understanding of Distributed Firewall (DFW) and Gateway Firewall (GFW) : Micro-segmentation, Rule creation and optimization and Grouping objects and policies

- Understanding of Edge Services : Load balancer configuration, NAT and VPN.

- Knowledge of VMware vSphere is mandatory.

- Hand-on experience on vCenter, ESXi, VM networking and vDS (vSphere Distributed Switch).

- Knowledge of Rest API, Curl and Postman is mandatory.

- Understanding of the HTTP response code, able to craft Rest API call (GET, POST, PUT and DELETE).

- Knowledge of Certificates is needed.

- Understand the concept of Self-signed, CA certificates.

- Proficiency on Linux/UNIX is mandatory.

- Able to navigate the directories and filing system, to use shell commands in a troubleshooting environment.

- Proficiency in Networking is mandatory.

- In-depth understanding of L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management, fire walling, load balancers, Security trust zones, Management Networks, VPN and network design

- Proficiency in Packet Capture/Wireshark is mandatory.

- Able to navigate through the complexity of the network virtualization.

- Familiarity with systems management concepts, processes and standards (e.g. SNMP); capacity/performance management and tuning; and storage and network management.

- Certifications required : Linux : LPIC-1, LPIC-2.

- Networking : CCNA, CCNP is a plus, VMware : VCP, VCP-NV, VCAP-NV is a plus