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Careers in Client Support

Client Support

Horizon Cloud Service - Escalation Engineer

今すぐ応募する 採用情報 ID R1904675 掲載日 Apr. 10, 2019

As a VMware, Technical Support Escalation Engineer within our Horizon Cloud Global Services team, you will enable our customers to deliver a consistent and efficient desktop experience to end-users leveraging our industry leading DaaS Platform. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.


  • Demonstrates strong work ethic and is committed to seeing tasks through to completion
  • Strong communication skills, business acumen, customer focus and are results oriented
  • Thinks clearly and makes quality decisions even in high pressure and adverse situations
  • Readily and easily switches gears in response to unexpected events and circumstances
  • Anticipates obstacles or problems and takes timely steps to minimize their impact on intended results
  • Builds trust and respect with people outside immediate workgroup
  • Able to lead a larger perspective, identifying and evaluating opportunities where cross-group collaboration would enhance the operations
  • Desire to educate others on the Horizon Cloud Service and committed to team and product improvements


  • As an Escalation Engineer you will represent VMware and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in VMware software products, and manage relationships with those customers
  • Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management
  • Exhibit leadership through personal responsibility, accountability and teamwork
  • Act as a technical focal point in cooperative relationships with other companies
  • Manage crisis situations that may involve technically challenging issues and diverse audiences
  • Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation
  • Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs
  • Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently
  • Provide guidance to and help with technical development of aligned Technical Support Engineers (TSE’s)
  • Assists
    • Respond to informal/formal TSE requests for assistance and follow through to resolution
    • Actively engage TSEs to educate them on how the issue was resolved
  • Developing and maintaining productive relationships with members of all VMware functional groups
  • Participate in strategic TSE case review including backlog, idleness and identifying technical and procedural deficiencies
  • Provide informal feedback to aligned front line managers regarding TSE performance
  • Assist TSE’s and Duty Manager with end of day center transfers as required
  • Work with TSEs proactively to enhance customer experience, ensures that SRs are on the right track and removes technical roadblocks
  • Proactively contributes to technical Knowledge base by writing KB articles and guide frontline TSEs to write/contribute to KBs  
  • Direct TSE’s to follow best practices in case/call management


  • BS/BA degree or equivalent technical experience
  • Experience with technical support processes, case management tools and ticketing systems
  • Familiarity with enterprise level Microsoft environment configuration, management and use cases
  • Track record of accomplishment and effectiveness within organizations
  • Strong customer advocacy and relationship building skills
  • Strong verbal communication and problem-solving skills
  • The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources
  • Advanced level knowledge in Virtual Desktop products (VMware, Citrix etc..)
    • Should be comfortable with log analysis (Horizon logs, Windows Event Logs, etc..)
    • Working knowledge of VMware App Volumes is a plus
    • Working knowledge of User Environment Manager (UEM) is a plus
  • Comprehensive knowledge in the following technologies;
    • VDI Administration (working knowledge of Pools, Entitlements, Hosted {Apps/desktops} vs. Virtual desktops)
    • Microsoft Operating Systems (Windows 7, 10, 2012, 2016)
    • Have a good understanding in configuring & troubleshooting of network components
      • OSI Stack (subnets, VLANs, etc..)
      • DHCP and DNS (in a simple vs. adv. configuration like multi-site configurations)
      • Load balancers and VPNs
    • Windows Server components: configuring & troubleshooting of
      • ADDS, ADCS, Domain Controllers & RODC, GPOs, Windows file server shares and security - (in a simple vs. adv. configuration like multi-site)
    • Identity Management – specific to current VMware Identity Management solutions
    • Working knowledge on Microsoft Azure would be a plus
    • Working knowledge on AWS (Networking)
    • Azure and / or AWS certification is a plus
    • Working knowledge of a Datacenter environment with vCenter/vSphere would be a plus
  • Organized and analytical, identifies critical issues with ease, adept in problem resolution including root cause analysis
  • Able to deal with the stress related to escalation impact and resolution timeframes and conflicting/competing priorities
  • Some travel will be required (domestic and international), up to 10%








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