About the role

Support Engineer responsible for technical support and guidance in cloud and virtualization environments. Collaborate with cross-functional teams and drive resolutions for VM Essentials and Morpheus Enterprise.

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.

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.

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: celebrate individual uniqueness and manage work and personal needs.