Senior Service Reliability Engineer - Vwm

Title:Senior Service Reliability Engineer - NSX - Opportunity for Working Remotely

Principal Duties:

• Coordinates activities with Account team from Sales, Engineering, Solution Architects and Global Support Services to ensure all customer needs are met. Acts as point of escalation for issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution.
• Integrates customer and VMWare business requirements with technical requirements to determine best course of action when resolving customer issue.
• Ensures suitable level of service personnel and activity during problem resolution at all locations. Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction. 
• Interfaces with customer on behalf of senior management via customer meetings and written communication during business disruptive escalations.
• Identifies and facilitates technical queries and problem resolution from the customer and Global Support Services to NSBU Engineering. Advises NSBU senior management of any developments and action plans. Generates support plans to resolve complex service related problems. 
• Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Controls and directs internal resources in terms of setting time requirements and expectations. 
• Documents and manages action items, assigned owners, and timeline of events during a break/fix customer impact event; drives corrective action plan. Participates in Root Cause Analysis including incident and problem management activities. Participates and leads highly technical escalation and management conference calls; assumes leadership role in providing case status updates to management, account team and director level customers. Able to clearly articulate concerns and issues to the customer. Ensures suitable levels of service personnel and activity during problem resolution at all locations.
• Carry pager and Participate in On-call rotation on Weekdays and weekends.

Required Skills:

• Prior work experience in VMWare ESX and networking solutions Prior work experience with troubleshooting networking issues (L2-L7) Innovative debugging skills Prior experience in Automation/Python scripting.
• At least 5+ years of experience in Customer Support Strong Knowledge of L3 and L2 Protocols (TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, STP, VLTP, LACP) and Forwarding Strong understanding of L2 and L3 networks, VLANs
• Strong understanding of WAN Networking troubleshooting / debugging - e.g. tcpdump, wireshark, traceroute, route, netstat
• Reproduce customer reported issues in internal labs and think out of the box during this activity Bachelor's degree in Computer Science (or higher) or equivalent work experience

Preferred Skills:

• Operating Systems: Deep Linux knowledge - Installation/Configuration/Administration (RHEL and Ubuntu a plus)
• 5+ Years Virtualization experience desired - Installation/Configuration/Administration (ESX and KVM a plus)
• Knowledge of Cloud Offerings like AWS
• Knowledge of SD-WAN technologies like Velocloud.
• Databases: MySQL or similar
• Excellent written and verbal communication.
• Solid Customer facing experience