Global (Technical) Support Services
The VMware Global Support Services (GSS) team supports over 10,000 companies running VMware servers in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment 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.
Technical Support
Technical Support Engineers (TSEs) support over 6,000 companies running VMware servers in over 100 different countries. TSEs support the entire suite of VMware products for global customers and partners, interfacing with them via the phone, email and web. They resolve customer technical issues through diligent research, reproduction and troubleshooting utilizing system administration, networking and storage skills. Managers of Technical Support are responsible for managing highly skilled technical support teams. They work closely with our Technical Support management team, Engineering, Sales and Product Marketing Teams to ensure that VMware is delivering overall superior service and support to our customers.
Course Development/Training
Course Developer/Technical Trainers are responsible for the development and delivery of technical product support training to VMware Global Support Services employees and alliance partners.
Product Support
Product Support Engineers (PSEs) are responsible for assessing product supportability, useability and reliability throughout the product lifecycle (PLC) and presenting support priorities in any related decisions. The goal is to impact or influence product releases in areas that directly affect support productivity, customer satisfaction and the overall customer experience.
Support Readiness
Program Managers are responsible for the management, communication and coordination of timely support readiness activities relating to VMware product/service launches. This position requires close interface with Global Support Services, Product Management, Engineering and Program Management to ensure support readiness requirements are being met.
Support Services
Product Managers maintain the existing support services portfolio and assist in the development of new support services to meet our customers’ needs. This position involves product management to assist in the design, development, project management and go-to-market activities of new support services. Marketing Managers develop and maintain internal and external support messaging that meets the needs of Sales, Partners and End Users. They are tightly aligned with the Corporate Marketing, Web Development, Product Marketing and Field Communications groups.
Technology Services
Business Analysts and Program Mangers work closely with support management in global operational centers to ensure their technical and operational needs are identified and solutions delivered. They work closely with VMware IT, external vendors and providers to deliver enhancement requests and technology improvements.
Partner Support
Partner Support Managers assist in the implementation and management of VMware’s strategic support programs and initiatives with Channel Partners. They work in alignment with all other groups within VMware to develop, implement, monitor and measure channel performance, strategies and plans in support of business objectives. They work closely with VMware Sales to negotiate the terms and conditions, pricing and positioning of support programs within regional sales engagements to ensure maximum profitability.
Customer Experience
Members of the Customer Experience team focus on understanding the end-to-end customer life cycle, measuring and reporting on customer experience to VMware’s Executive Staff, setting company goals related to customer experience and sponsoring projects that enhance this experience. The Customer Experience team works cross-functionally within VMware with organizations such as Support, Sales, Product Marketing, Product Management, etc. and focuses on the processes that support our products, i.e. product launch requirements, customer portals and customer handoffs between groups.
Support Operations
Members of this group are accountable for development and implementation of work processes, gathering and defining business requirements, developing performance analytics and business planning for Global Support Services. The group is designed as the primary liaison between the technical support teams and other internal service groups – such as Sales, Product Engineering, Training and IT.
Testimonials
“Technical Support is a close knit family of technical troubleshooters, always ready to assist each other and geared towards efficiently solving issues. This dynamic within Technical Support has led to an environment where experience and knowledge are highly valued and each TSE is encouraged and rewarded for working to advance his/her own technical skill set. The enjoyment that comes from helping a customer out of a difficult situation is tremendous.” - Jermaine, Technical Support Engineer
“What I like most about VMware is the people and the ability to influence change. Since the company is growing, there is always room for improvement. Things are changing very quickly which makes the job very exciting. I like and respect my peers - they are smart, dedicated people who care about doing the right thing for the company and for our customers.” - Kira, Senior Manager, Technical Support
“I’ve learned more here in a week than in a year of college, and I am continually exposed to more information and knowledge than I can take in at once. If you want to be challenged, learn a lot, and are willing to work hard, VMware is a great place to be.” Nikolai, Technical Support Engineer
“My relationship with my managers and coworkers is solid. The support afforded one another is fantastic. We are a close team who help each other achieve our team and individual goals.” - Anthony, Course Developer/Technical Trainer
“VMware is an excellent company to be a part of. Business is handled in a productive, yet casual manner, and VMware continues to ensure that its employees are well taken care of. The general mood of the office reminds me of the fabled “dot-com” days, without the looming fear of the company going under at any given moment.” - Richard, Technical Support Engineer
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