Customer Engineering-VCF Networking-Engineer Level 4

Job Description

The VMware Cloud Foundation (VCF) Division enables organizations around the world to run their business critical and modern applications in a secure, resilient, and cost‑efficient manner.

With our flagship product VMware NSX and our industry‑leading technologies including vSAN, vSphere and Aria, Broadcom customers receive the scale and agility of a public cloud with the security and performance of a private cloud. Modern infrastructures, accelerated application innovation, and predictable TCO savings and investment returns are just a few of the benefits from having a private cloud infrastructure powered by VMware Cloud Foundation.

Together, our bold group of technology professionals with diverse backgrounds – spanning engineering, products, marketing, partners, professional services, and global support services – is focused on delivering the best for the largest enterprises, governments, financial services, healthcare, manufacturing and educational institutions worldwide.

As a member of the Customer Engineering team – Level 4 engineer, you will undergo a substantial skills development and learning program, expanding your VMware virtualization technologies to help our customers troubleshoot, understand, and overcome challenges in their IT infrastructure. After product training, you will upskill on our customer escalation processes and VCF‑NSX product, gaining the knowledge to troubleshoot customer issues independently with support from tenured engineers.

You will also assist others, handle escalated customer issues requiring product expertise and overall ownership, prioritize strategic customers, and engage with account teams and managers to deliver world‑class technical support. Regular engagement with engineering teams will bring value to customers and resolve technically escalated issues. Throughout your career at VMware by Broadcom, you will develop through training, learning tools, research time and training days, and will contribute written content to knowledge bases and operational documentation.

As a Customer Engineering Engineer in the VCF Division, you will be responsible for resolving customer technical issues, supporting the engineering development team and the support operation. Key strengths for this role include motivation, enthusiasm for learning, strong customer service and technical problem‑solving skills, and a willingness to embrace challenges and support colleagues.

• Have 12+ years of industry experience in network troubleshooting and support.
• Hold a bachelor’s degree (preferred) or have equivalent experience in lieu of a degree.
• Hold excellent communication skills and account management/customer engagement experience.
• Be fluent in spoken and written English.
• Be able to work independently to resolve customer issues and support the management team in overall team development.

While you hold strong experience with VMware products and a deep understanding of cloud and virtualization technologies, the following will help you be successful and support global customers while aiding the team you will work with in the organization:

• Consistently document interactions with customers or internal stakeholders regarding an issue, its scope, and the steps taken for diagnosis and resolution.
• Advanced knowledge of NSX, vSphere ESXi and vCenter Server.
• Experience handling NSX deployments and upgrades.
• Expertise in troubleshooting NSX downscenarios and performance issues.
• Expert knowledge in L2 and L3 network troubleshooting.
• Advanced knowledge of BGP, VxLAN, VPNs and cloud‑based solutions.
• Expertise in Linux‑enabled solutions and other technologies for managing on‑premise or hosted hardware and software solutions (e.g., installation, upgrades, networking, storage management).
• Expertise in reviewing and investigating log files to identify root causes and resolutions.
• Knowledge of scripting languages such as Python or Power Shell.
• Ability to…