Sr. Support Engineer, VMware

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000 Company, is a global provider of end-to-end enterprise software support, management and innovation solutions and the leading third-party support provider for Oracle, SAP and VMware software. Our comprehensive portfolio of unified solutions help run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database and technology software, enabling our clients to achieve better business outcomes, significantly reduce costs and reallocate resources towards strategic projects.

We are actively seeking a Sr. Support Engineer, VMware. The role will report to the Director, VMWare and provide exceptional remote-based support for mission-critical VMware components as part of our global VMware Services support team. Qualified candidates can work remotely in the UK.

Essential Duties and Responsibilities

• Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of VMware functionality and develop an action plan to resolve issues.
• Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting.
• Work closely with end users on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience.
• Replicate reported issues as needed for troubleshooting.
• Provide new or modified configuration to resolve incidents.
• Advise end users on application functionality and capabilities.
• Recommend changes to client training based on incident volumes and trends.
• Create scripts to identify, analyze and correct data issues.
• Thoroughly document remediation, test results, and approvals.
• Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours including evenings, weekends and holidays and monitoring email regularly outside standard business hours.
• Collaborate with team members in a virtual team environment to extend field experience to different client situations.
• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience.

Additional Duties & Responsibilities

• Participate in a 24x7x365 On Call rotation with other team members.
• This position is required to support clients in specific business hours.

Experience

• 10+ years of VMware experience across the VMware technology footprint.
• Technical and functional expertise with solid understanding of vSphere, vCenter, NSX, vSAN, Aria, SRM, and Skyline Collector.
• Expertise with VMware including full life-cycle implementation experience, configuration, and administration of VMware.
• Knowledge of VMWare maintenance/patching mechanics and VMware architecture.
• Work closely with client VMware SMEs and Management.

Skills

• Superb trouble-shooting skills and tenacity in problem solving.
• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients.
• Strong knowledge of key application functionality.
• Excellent English communication skills – verbal & written are required.
• Attention to detail and the ability to learn quickly.
• Extreme focus on Client satisfaction.
• Ability to work calmly and professionally in high pressure situations.
• The ability to work remotely from a home-based office in a virtual environment.

Desired Qualifications

The best candidates will have knowledge of multiple VMWare components across multiple releases including proficiency with VMWare component business processes, navigation mechanics, configuration requirements, integrations, and knowledge of underlying technology.

Location

Remote – United Kingdom

Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law.