Senior VMware VCSP Engineer

AHEAD is looking for a Senior VMware VCSP Engineer to join the Managed Services team supporting enterprise customers through the VMware Cloud Service Provider program. This is a senior, customer-facing engineering role responsible for technical ownership of VMware infrastructure issues, VCSP licensing and usage operations, service-request fulfillment, vendor escalation, and continuous improvement of support processes.

The successful candidate will combine deep VMware platform expertise with strong incident leadership, clear customer communication, and the ability to operate effectively in a follow-the-sun support model.

What you’ll do

• Own and resolve complex customer incidents, service requests, and catalog tasks through ServiceNow, from intake through technical resolution and closure.
• Provide senior-level troubleshooting across VMware Cloud Foundation, vSphere, ESXi, vCenter Server, vSAN, VMware Usage Meter, and related platform components.
• Investigate infrastructure failures involving installation and deployment, upgrades, certificates, DNS, NTP, networking, storage, authentication, host connectivity, and management-plane services.
• Support VMware VCSP licensing operations, including entitlement validation, license-key and subscription workflows, capacity changes, product-version alignment, and customer guidance during upgrades.
• Operate and troubleshoot VMware Usage Meter environments; generate, validate, and distribute monthly usage reports and investigate reporting or connectivity issues.
• Lead customer communications during escalations, including evidence gathering, validation plans, remote troubleshooting sessions, status updates, and resolution confirmation.
• Determine when Broadcom/VMware vendor support is required, open and manage vendor cases under the applicable entitlement, and maintain accurate case references and technical history in ServiceNow.
• Translate technical findings into clear remediation steps, root-cause analysis, knowledge articles, standard operating procedures, and reusable troubleshooting runbooks.
• Participate in rotational 24x7 support, major-incident response, on-call activities, and shift handovers with disciplined documentation.
• Mentor engineers, review technical responses, improve queue quality, and help standardize VMware VCSP support across the team.
• Identify opportunities to automate recurring reporting, validation, case-management, and operational tasks using PowerCLI, PowerShell, Python, or REST APIs.

Required qualifications

• 8+ years of experience supporting enterprise VMware environments in a managed-services, consulting, or service-provider organization.
• Strong hands-on experience with VMware Cloud Foundation and the core vSphere stack, including ESXi, vCenter Server, vSAN, lifecycle management, and upgrade planning.
• Demonstrated experience owning customer-impacting incidents and technical escalations through resolution.
• Practical experience with VMware VCSP licensing, subscription or entitlement operations, Usage Meter, usage reporting, and capacity or compliance-related workflows.
• Strong ServiceNow experience with incidents, requests, catalog tasks, work notes, customer updates, escalation tracking, and closure criteria.
• Ability to troubleshoot methodically using logs, command-line tools, APIs, configuration reviews, and documented validation plans.
• Working knowledge of enterprise infrastructure dependencies such as DNS, NTP, certificates, Active Directory/LDAP, firewalls, routing, storage, and backup.
• Strong written and verbal communication skills, with the ability to explain technical issues to both infrastructure teams and business stakeholders.
• Willingness to work in a rotational 24x7 support model and participate in on-call or major-incident coverage.

Preferred qualifications

• VMware or Broadcom certifications such as VCP, VCAP, VCF, or equivalent hands-on expertise.
• Experience with NSX, VMware Avi Load Balancer, Aria Operations, Site Recovery Manager, VMware Live Recovery, or VxRail.
• Experience working directly with Broadcom/VMware support and managing vendor escalations.
• PowerCLI, PowerShell, Python, or REST API automation experience.
• Experience writing knowledge articles, SOPs, root-cause analyses, and customer-facing technical documentation.
• ITIL, incident-management, or major-incident-management experience.
• Experience mentoring engineers or serving as a technical lead for a distributed support team.