VMware Senior Engineer - Customer Success (Cloud Management) in East Palo Alto, California

Business Summary: Cloud Management

Are you interested in joining a dynamic engineering team focused on customer success? We work directly with customers, partners, field sales, professional services and product engineering to ensure our customer's success. If you thrive as a trusted advisor to our customers and is highly organized, thorough and motivated to understand the importance of being a strong team player to forge a solution and partnerships with our customers, this is the role for you.

As a key partner for engineering teams, you will work closely with early adopters, enabling sales and delivery to customers who require advanced architecture designs and services. Your knowledge and experience will be leveraged as a part of continuous feedback to drive architectural best practices required to increase adoption, retention and overall customer experience, as well build new and improved existing features of our products. Your command of Computer Science skills, virtual and physical network experience, deep technical skills, including software development experience, will provide you the grounding and ability to debug issues in distributed software systems in virtualized environments.

Job Role and Responsibilities:

  • You will design, develop and document customer solutions based on hands-on knowledge of VMware's product line with primary emphasis on the vRealize Network Insight and the vRealize suite;

  • Work with existing VMware customers to understand how those solutions are working for the customer, suggesting changes to deliver improved business outcomes;

  • Work with VMware Field and R&D partners to investigate, pinpoint, diagnose and resolve issues in customer deployments;

  • Drive product improvement through your customer experience;

  • Work independently or as part of a CSE team on engagements with customers, often in technical leadership to ensure customer retention and to drive customer value realization.

  • Take full ownership of assigned customer engagements, to the point where you feel responsible for the success of the customer’s deployment addressing their business problem.

  • Participate and partner with product development to help define and contribute in the creation of progressive integration solutions and tooling based on customer requirements. Contribute directly to the delivery of these solutions through scripting, coding, testing, documenting, demonstrating and/or showcasing as part of a team.

  • Document the development and deployment of our customer's solutions.

  • Support various customer enablement and partner events – occasionally delivering public speeches and presentations.

  • Ability to periodically travel.

  • Review code behind our product and correlate observed behavior. Share these observations with engineering to diagnose issues and yield a solution (workaround and/or long-term solution) for our customers for a timely solution.

Required Skills:

  • Domain level understanding of Public/Private Cloud Infrastructure & Networking (Data Center Design, Network Architecture, Network Design, System Architecture Virtualization, Systems Management, Security, Cloud Consumption).

  • Hands-on/working knowledge of the VMware vRealize suite.

  • Proven, 8+ years of relevant experience and/or B.S./B.A. degree or equivalent technical training.

  • Knowledge of Java or Python programming and computer science fundamentals.

  • At least 5 years experience in customer-facing positions as a professional services Solution Architect or engineer, preferably with a consulting organization.

  • Experience with modern software development methodologies, with emphasis on software and hardware architecture, and infrastructure design and development.

  • Demonstrable programming abilities in Java, Python, Unix shell/Bash, Windows PowerShell.

  • Strong practical Windows Server, Network administration or Linux systems administration skills.

  • Network Security Tool and Networking Concepts such as firewalls, IDS/IPS, Load Balancers, Security/Trust Zones, L2 Switching and L3 routing. VLANs, Unicast vs Multicast, Management Networks, routing, VPN and network design.

Preferred Skills:

  • VMware virtualization, networking and security products, solutions, and services.

  • Familiarity with systems management concepts, processes and standards (e.g. SNMP); capacity/performance management and tuning; and storage and network management.

  • Understanding of modern IT production data center and Internet(ISP/ASP) hosting operations.

  • Experience in software deployment in large-scale services in complex environments.

  • Ability to work collaboratively with product development team on problem solving and driving product improvements.

  • Written and verbal communication and presentation skills.

  • Most importantly you will need dedication to Customer Success.

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.