Support Engineer Microsoft managing and improving Windows client infrastructure for a leading IT service provider in Europe.
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Hybrid Enterprise Support Engineer – Morpheus VM Essentials
Posted 4 days ago
About the role
- Support Engineer providing technical assistance for Morpheus VM Essentials and Morpheus Enterprise deployments across diverse environments. Involves collaborative problem-solving and mentoring within the support organization.
Responsibilities
- Provide technical support for VM Essentials and Morpheus Enterprise deployments across on‑prem, hybrid, and cloud environments
- Diagnose and troubleshoot issues related to virtualization, compute, storage, networking, and automation platforms
- Drive timely resolution of support cases in alignment with SLAs
- Assist customers during PoC cycles with configuration validation, environment readiness, and blocker resolution
- Document solutions, FAQs, and best practices to improve internal knowledge bases
- Collaborate with cross‑functional teams including Product, Engineering, and Sales Engineering to ensure customer success
- Own highest-severity escalations, critical customer incidents, and RCA activities
- Provide architectural guidance to customers and internal teams
- Collaborate closely with Engineering on defect reproduction, triage, and product maturity
- Develop tools, automation, and processes to improve support efficiency
- Serve as a mentor/technical leader for the entire support organization
- Influence product roadmap through field insights and complex deployment learnings
Requirements
- Bachelor's or Master's degree in Software Engineering, Computer Science, or equivalent
- 7+ years of deep technical experience in virtualization, cloud management, or enterprise support
- Expertise in hypervisor internals, orchestration platforms, or large-scale datacenter design
- Track record of leading escalations, RCAs, and cross-functional engagements
- Ability to influence product quality and drive architectural improvements
- Provides guidance and mentoring to less experienced engineers
- Excellent written and verbal communication skills; mastery in English language
- Ability to troubleshoot, isolate, and resolve complex problems
- Ability to quickly learn products/technologies to a deep level
- Experience in effectively dealing with difficult people and process situations
- Ability to work effectively with colleagues and customers across time zones, geographic, and cultural boundaries
- Strong conflict resolution skills
- Drive for taking ownership of problems and self-development
- Excellent judgment, flexibility and perseverance
- Ability to effectively manage many responsibilities at the same time
- Solid decision making and negotiating skills
- Flexibility to adapt to changing priorities and business requirements
- Curiosity, fearlessness and willingness to jump into ambiguous technical situations
Benefits
- Health & Wellbeing: comprehensive suite of benefits that supports physical, financial and emotional wellbeing
- Personal & Professional Development: specific programs catered to helping you reach career goals
- Unconditional Inclusion: inclusive work environment
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