Platform Engineer (L1 / L2 / Senior PE)

Key Responsibilities: 

• Respond to customer support requests and inquiries via phone, email, and/or ticketing systems.
• Provide remote troubleshooting and hands-on support for VMware products such as vSphere, vCenter, ESXi, and more.
• Collect and analyse relevant logs to identify the cause of the issues and provide root cause analysis when possible.
• Investigate, analyse, and resolve complex technical issues.
• Maintain detailed documentation and linking all technical learnings to existing solutions.
• Cooperate effectively with TSEs with other teams & backline team, to reach fast resolution for complex cases.
• Mentor, coach and assist support team members.  For PE (2 )
• Conduct technical and knowledge sharing sessions for team members. For Senior PE

Requirements

• Fluent written and verbal communication skills in English.
• 0-2 years of experience as a Customer Support or relevant position. ( PE1
• 2-5 years of experience as a Technical Support or relevant position. ( PE 2)
• 6-10 years of experience as a Technical Support or relevant position. ( Senior PE )
• Excellent problem-solving and analytical skills to quickly identify and resolve complex problem.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Ability to Collaborate and work as a team player.
• Willingness to work flexible shifts.
• Good customer advocacy and relationship building skills.
• Solid knowledge with the following topics:
  • Storage concepts & protocols (iSCSI, NFS, FC, and vvol).
  • Ability to perform troubleshooting for network connectivity and performance issues.
  • Linux OS Administration.
  • Windows OS Administration.
  • VMware virtualization vSphere.
  • Familiarity with One or More VMware Products: vSAN, vCD, and vRops.
  • Certifications such as VCP, VCIX, or VCAP are preferred.