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Salary range: 130K-150K

Job Description - Technical Support Engineer - VCF

Why are you enjoying this new opportunity?

Are you passionate about learning new technologies and solving complex problems for clients? Do you enjoy teamwork? Do you enjoy learning from others? Do you enjoy sharing your knowledge? If the answers to these questions are affirmative, then ShengHong offers you a technical support position. You will use the latest and cutting-edge technology to become an expert in the IT industry. We are very proud to help our engineers develop themselves and become experts in their chosen fields.

What are your expectations for the first 6-12 months after working at VMware under ShengHong?

As a first-year Technical Support Engineer - Level 3, you will undergo extensive skill development and learning programs, and expand your virtualization skills to help our clients troubleshoot, understand, and overcome challenges in their IT infrastructure.

After the product training is released, the first step in taking on this position will be to improve our support processes and product skills, and understand how we work as part of a global team.

Once the requirements are met, you will begin to use the knowledge you have learned to solve customer problems with the support of senior engineers. You will soon learn to handle and handle customer support requests independently, and utilize your experience and new skills to benefit others in the team.

In addition to assisting others, you also need to handle upgraded customer issues, which requires you to have product expertise and overall ownership.

Supporting our most strategically significant clients will be our top priority.

We need to collaborate with customer teams and managers to provide world-class technical support.

You will work regularly with the engineering team to bring value to customers and address political and technological upgrades.

As your skills continue to grow, you can choose to work on more product lines, improve your technical skills, or strive to become an expert in various products and/or technologies related to our product portfolio.

During this period, as well as in ShengHong's career, you will be able to develop through training, learning tools, research time, and training days.

As you approach the end of your 12 month term, you may wish to open a case clinic to benefit other members of the team, especially first and second level engineers.

You will always keep in mind the locations where written content can be transmitted through KB and/or TOI to enhance your team and/or customers' troubleshooting and problem-solving abilities.

If the environment permits, it may be necessary to visit the customer premises for troubleshooting and/or environmental review.

If you are someone who loves new technologies, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with ShengHong.

What type of job will you be engaged in? What tasks, requirements, or skills will you perform regularly?

As a technical support engineer in the VCF department, you will be responsible for resolving customer technical issues, supporting the team, and supporting operations. The key advantages of this position are proactivity, enthusiasm for learning, strong customer service and technical problem-solving skills, willingness to accept challenges, and willingness to support colleagues.

To successfully assume this position, you need to:

Having over 5 years of industry work experience.

Priority should be given to individuals with a bachelor's degree, or those with work experience equivalent to the required years for the degree.

Having excellent communication skills and experience in customer management/engagement.

Can speak and write English fluently.

Independently solve customer problems and support the comprehensive development of the management team.

You have extensive experience in ShengHong products and a deep understanding of cloud and virtualization technology. The following content will help you achieve success and support global clients while assisting the teams you collaborate with within the organization.

Continuously record your interactions with customers or internal stakeholders regarding a particular issue, the scope of the problem, and the steps taken to diagnose and resolve it.

Have advanced knowledge of VMware and VMware Server.

Have experience in handling deployment and upgrade of iPadOS and vCenter.

Proficient in troubleshooting and addressing performance issues related to services such as VMware and vCenter Server.

Proficient in VMFS/NFS architecture and troubleshooting.

Experience in handling issues related to core HANA functionalities such as HA/DRS/vMotion.

Linux、 Linux supported solutions or other technical certifications for managing local or hosted hardware and software solutions will help you solve complex problems such as installing, upgrading, setting up networks, and managing system storage

Experts are responsible for reviewing and investigating log files to determine root causes and solutions.

Experience in managing and querying/troubleshooting multiple types of database failures, such as Postgres and MS SQL.

Familiar with any scripting language, such as Python/PowerShell, etc.

Use laboratories, log packages and knowledge bases, peer-to-peer collaboration, and other tools you will learn in this role to troubleshoot, research, and solve problems.

Collaborate with engineering, on-site teams, and technical experts to solve problems and make it easier for customers to use our technology.

Update and create knowledge articles for global circulation based on the issues you have resolved.

Provide formal root cause analysis for key customer situations

Promote proactive service and relationship development through regular conversations with customers

Assist in troubleshooting during software updates and migrations.

Working in an environment full of trust, continuous development, and guidance, where you have the right to grow and succeed, supported by a team of highly skilled engineers and a leadership team committed to your success.

How is the leadership of this position? What is the structure and culture of the team?

The selected candidate will report to one of the technical support managers. The manager has extensive experience in managing enterprise support and leading teams to success through company values. The leadership has invested a significant amount of energy into the team's career development and has a successful track record in ensuring the success of the team as a whole and the progress of team members in their careers.

The leadership implements highly ethical management and provides a good working environment while being friendly to employees.

The core team is composed of engineers at different levels (L1, L2, and L3) who support the HANA product suite. This team is part of a 24x7 support structure and has demonstrated work flexibility to ensure we meet our clients' contractual requirements.

Although the team has many interesting activities and interactions, we also collaborate with colleagues from different time zones around the world. This position requires applicants to be able to work flexibly on any shift during weekdays and weekends.

ShengHong is an equal opportunity employer, and we are deeply proud of it. We will consider applicants who meet the criteria, regardless of their race, skin color, faith, religion, gender, sexual orientation, gender identity, nationality, citizenship, disability status, medical condition, pregnancy, protected veteran status, or any other characteristics protected by federal, state, or local laws. We will also consider qualified applicants with arrest and conviction records that comply with local laws.