VMware PKS - EPG Technical Support Engineer - Federal in Broomfield, Colorado

PKS – EPG Technical Support Engineer – Federal Team

The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware servers in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A dedication to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure.

What's in it for you?

VMware brings together an extraordinary group of people. This includes a world-class development organization with unparalleled expertise in the system software space. The entire VMware team has built a rare business environment - one of energy, creativity, and collaboration. The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial start up.

Job Description

As a Federal Support Team, we support the entire suite of VMware products for global customers and partners, working with them via the phone, email, and web. You work to resolve customer technical issues through diligent research, reproduction and troubleshooting by utilizing system administration, networking and storage skills. You work closely with the Management team, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.


  • Respond to customer inquiries, primarily by telephone and e-mail

  • Provide guidelines and standard methodologies on planned projects and activities

  • Work directly with staff in quality assurance engineering, sales, marketing, Operations, and administration to resolve problems

  • Troubleshoot and engage with engineering on customer reported issues

  • Document all technical inquiries; develop and review content for knowledgebase

  • Provide training or assistance to junior staff

  • Help test alpha and beta products

  • Be an advocate for virtualization


  • US citizenship

  • Experience taking care of various global customers/partners, maintaining and establishing relationship with them while keeping them up to date with all relevant open issues and ongoing projects

  • Able to handle critical issues with demanding customers at a technical and management level

  • Proficient in Linux operating system and its administration

  • Understanding of IaaS/Cloud Infrastructure (e.g., vSphere, OpenStack, AWS, etc.)

  • Familiarity with VMware Network Virtualization (NSX)

  • Understanding of SSL certificates and SSL keys and using certificate tools like OpenSSL to validate and fix SSL related issues

  • In-depth understanding of L2/L3 networking protocols including switching technologies, routing, sub-netting, DNS, ARP, DHCP, VLAN, Load Balancers, Firewalls, VPN, Tunneling protocols etc.

  • Proficient with container platforms like Docker Swarm, Kubernetes, Openshift etc.

  • Hands on experience with virtual datacenters using vCenter and ESXi (VCP or better)

  • Extraordinary interpersonal skills

  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work


  • Minimum 5-7 years of industry experience

Highly Preferred Skills:

  • Experience with programming languages like Go, Java or C

  • Experience with scripting languages like Python, Ruby, Bash, or Perl

  • Knowledge of automation tools like BOSH, Apache Monit, Chef, Puppet, Saltstack, Mesos or similar technologies

  • Ability to perform basic analysis of java stack traces

  • Understanding of source code management software like GIT and Perforce

  • Familiarity with Cloud Foundry

  • Experience with CRM systems such as Salesforce.com

VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.