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Technical Support Engineer - vSAN

VMware Broomfield

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VMware vSAN (formerly Virtual SAN), is the industry-leading software powering Hyper-Converged Infrastructure solution.

vSAN is a core building block for the Software-Defined Data Center.

Engineers support over 250,000 companies running VMware products across three technology layers in over 100 different countries. They support the entire suite of VMware products for global customers and partners, interfacing with them via the phone, email, and web. They resolve customer technical issues through diligent research, reproduction, and troubleshooting utilizing a wide range of skills including virtualization administration, system administration, and software development.

Responsibilities

  • Respond to vSAN customer inquiries, primarily by telephone and e-mail.
  • Work flexible schedules, which may include evenings, weekends or holidays.
  • Resolve customer technical issues with the vSAN product through diligent research, reproduction, and troubleshooting.
  • Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.
  • Document all technical inquiries, develop and review content for knowledgebase.
  • Help test alpha and beta products.

Requirements

  • Understanding of Storage Hardware Architecture (Partitioning / RAID) and experience with storage troubleshooting
  • Strong knowledge of and experience in supporting Linux/UNIX environment.
    • Linux storage preferred – Linux Admin experience acceptable
  • Experience with BASH scripting
  • Experience with scripting automation
  • Experience scripting/coding in python
  • Familiarity with reading/interpreting python code
  • Experience trouble-shooting / administrating SAN environments (Fiber Channel or iSCSI).
  • Excellent understanding of Network Attached Storage (NAS).
    • Good working knowledge of NAS protocols (CIFS, SMB, NFS).
  • Understanding of Storage Hardware Architecture (Partitioning / RAID).
    • Experience configuring SAN Storage Arrays.
  • Experience configuring SAN Storage Arrays.
  • Experience with Microsoft Cluster Services (MSCS).
  • Working knowledge of backup software (EMC Networker, VERITAS, NetBackup, Tivoli Storage Manager, Backup Exec).
  • Experience resolving system crashes and hardware related issues.
  • Experience with trouble-shooting hardware related issues.
  • Experience Troubleshooting 3rd party application integration.
  • Experience Performance troubleshooting.
  • Minimum of 3+ years of combined experience supporting software and hardware.
  • Basic understanding of TCP/IP networking stack.
  • Experience in an enterprise LAN/WAN environment.
  • Experience with Windows and Linux Networking.
  • Experience working within an Enterprise IT Support environment.
  • Excellent interpersonal skills.
  • Case/Customer Management skills.
  • Standard hours of operation in the Broomfield center are 7am – 7 pm (various shifts) and include weekend coverage.
  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience.

Highly Preferred Skills

  • Experience with ESXi Server, vCenter Server and/or other VMware products.
  • Experience with Cisco or Network hardware manufactured products.
  • Experience with Server Hardware (Dell, HP, IBM, etc).
  • Experience with switch and routing protocols (CCNA).
  • Knowledge of remote storage mirroring (EMC MirrorView or SRDF).
  • Experience with data recovery.
  • Experience with scripting and programming (C, C++, Perl, Python, Bash).
  • Experience with advanced configuration of Windows and Linux Networking.
  • Familiarity with object based storage.

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