VMware Technical Support Engineer - Portuguese in Heredia, Costa Rica

Job Description

Application Support Engineer

POSITION DESCRIPTION:

Due to rapid growth and increased demand for our award-winning MDM software solutions, VMware AirWatch is actively seeking a Technical Support Engineer.

As a Technical Support Engineer, you will be responsible for supporting successful installations and upgrades of AirWatch, an enterprise management software solution designed for use in a variety of customer environments, and will provide day to day technical support for customers, prospects and partners. You will interact with customers regularly, managing critical issues and training on product features and new releases.

POSITION RESPONSIBILITIES:

  • Support the sales team post implementation with upgrades and technical requests

  • Respond to end user requests for technical support

  • Troubleshoot and resolve application issues related to IT users and services

  • Provide root cause analysis of customer issues

  • Develop workarounds to existing product lines when applicable

  • Document processes and procedures as developed and/or required.

  • Update and maintain project issues list, prioritize issues

POSITION REQUIREMENTS:

  • Professional fluency in English (Portuguese is a plus)

  • 1-3 years’ experience in a business to business client support role

  • B.S. degree in an engineering or equivalent experience

  • Ability to communicate effectively with customers and properly manage expectations

  • Ability to manage multiple issues while maintaining short response and resolution times

  • Knowledge of current mobile device trends.

  • Experience developing and installing software

  • Experience with Windows operating systems

  • Experience using MSSQL to troubleshoot issues

  • Experience troubleshooting enterprise networking issues

  • Analytical problem-solving abilities

ABOUT AIRWATCH:

AirWatch by VMware was founded in 2003 and achieved early success in managing wireless endpoints and ruggedized devices. In 2006, as smart devices entered the enterprise and employees required access to corporate information, the AirWatch leadership team strategically pivoted the company’s focus to manage any device in an organization’s mobile fleet. The team believed that the consumerization of IT would completely revolutionize the way companies do business – and they were right.

Today, AirWatch is the leading enterprise mobility management provider. With more than a decade in business, AirWatch continues to develop solutions that empower companies to focus on innovative uses of mobile technology rather than dealing with the complexities of managing mobility. In February 2013, AirWatch secured one of the largest Series A funding rounds in history at $200 million. One year later, VMware acquired AirWatch for $1.54 billion. With the combined power of AirWatch and VMware, organizations have a complete solution that allows end users to work at the speed of life from any device, anywhere, anytime.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:

AirWatch is an Equal Employment Opportunity Employer and is committed to workplace diversity. AirWatch provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. AirWatch complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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.