Support Engineer – Cloud & Virtualization
Location: Remote
Experience Level: Mid-Level Support Engineer (2 – 5 Years)
Role Type: Product Support
Role Overview
The Support Engineer will provide Level 1 (L1) technical support for the CloudPhysics platform, ensuring stable performance and smooth integration with Broadcom VMware environments. This role focuses on prompt issue resolution, accurate troubleshooting, and maintaining high service quality in line with defined SLAs.
Key Responsibilities
- Provide L1 customer support for the CloudPhysics platform and its interaction with VMware environments.
- Diagnose, troubleshoot, and document technical issues raised by customers in a timely and accurate manner.
- Escalate validated issues to the Development team through Jira, ensuring clear documentation and reproducible details.
- Create, maintain, and update Knowledge Base (KB) articles, System Taxonomy, Hardware Compatibility Lists (HCL), and End-of-Life (EoL) documentation in alignment with Broadcom and other supported hypervisor updates.
- Monitor, track, and report support metrics to ensure SLA compliance and facilitate continuous improvement.
- Collaborate with internal engineering and product teams to improve support processes and customer experience.
Required Skills & Qualifications
- Intermediate to advanced understanding of virtualization concepts and architectures.
- Handson experience with VMware technologies, including vCenter, ESXi/vSphere administration, cluster configuration, and VM lifecycle management.
- Experience deploying and supporting OVA/OVF installations.
- Good understanding of Linux concepts.
- Good knowledge of networking principles and infrastructure components such as proxies, firewalls, DNS, DHCP and TCP/IP troubleshooting.
- Experience with VMware networking, including Distributed Virtual Switches, port groups, VLANs, and network I/O policy configuration.
- Prior experience in a customer facing technical support role.
- Ability to learn, support, and troubleshoot a data collector (observer) and analytics-based web application.
- Strong analytical, troubleshooting, and documentation skills.
- Clear verbal and written communication skills for interacting with customers and internal teams.