Senior Technical Support Engineer

Midis Group

Main Duties and Responsibilities

• Provide expert-level troubleshooting and problem resolution for VMware products, addressing complex technical issues that require deep technical knowledge.
• Engage with customers directly via phone, email, and other communication channels to understand their issues, provide guidance, and ensure high customer satisfaction.
• Serve as a key point of contact for escalated support cases, ensuring customer satisfaction and maintaining strong relationships.
• Collaborate with cross-functional teams, including engineering and product management, to address escalated issues.
• Create and maintain technical documentation, including knowledge base articles, best practices, and technical white papers.
• Provide mentorship and guidance to junior technical support engineers, helping them develop their technical skills and problem-solving abilities.

Position Requirements

• Deep knowledge of VMware products (e.g., vSphere, NSX, vSAN) and experience in troubleshooting and resolving complex technical issues.
• Hands on experience on VMware vSphere.
• 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.