Technical Support Engineer

Job Title

Technical Support Engineer

Job Scope

The Technical Support Engineer is accountable for addressing technical issues in a timely and efficient manner and maintaining strong relationships with partners and end users ensuring full satisfaction at all times.

Main Duties and Responsibilities

• Support the sales team with specifications on the company services, technical details, troubleshooting issues and comparisons pertaining to competitive models
• Support the direct manager in preparing tender specifications and request for proposals (RFPs) related to services that best suit client’s requirements and needs
• Analyze technical issues based on defined support processes and procedures and report actions accordingly
• Attend to technical issues raised by partners and end users in a timely and efficient manner
• Maintain strong relationships with partners and customers
• Ensure constant and effective communication with assigned vendors securing full support on technical issues
• Assist in the presentation of effective POC/demo to partners/end users
• Respond to after-hours support queries during assigned rotations and escalate issues if needed

Position Requirements

Education

Bachelor’s degree in Computer Science or any other related field

Experience

• At least 5 years of relevant experience.
• Deep knowledge of VMware products (e.g., vSphere, NSX, vSAN, VCF, VCD) and experience in troubleshooting and resolving complex technical issues.
• Hands on experience on VMware products.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• A strong customer-oriented mindset with a focus on delivering high-quality support services.
• Ability to work effectively as part of a team and mentor junior team members.
• Relevant certifications such as VMware Certified Professional (VCP) or VMware Certified Associate (VCA) are a plus.

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