Spinnaker Support is looking for a VMware Support Engineer (NSX) to provide expert, global enterprise software support. In this role, you'll be responsible for troubleshooting customer issues, providing root cause analysis, and ensuring high customer satisfaction within a 24x7 follow-the-sun support model.
What You'll Do
- Provide after-hours, weekend, and holiday support for urgent customer issues.
- Troubleshoot customer issues remotely connected to their systems.
- Collaborate effectively as part of a global team to resolve customer issues.
- Drive customer satisfaction by tracking issues from start to closure and minimizing aging cases.
- Provide root cause analysis for technical issues when requested.
- Assist with creating and maintaining relevant knowledge articles.
- Work with internal stakeholders to enhance the overall customer experience.
- Promote best practices and new methodologies.
What We're Looking For
- A minimum of 5 years experience across VMware core technologies at a senior support level.
- Proven experience in handling critical customer situations.
- In-depth knowledge of NSX-T Architecture: Managers, Controllers, Transport Nodes, Edge Nodes, TEPs.
- Understanding of Logical Switching & Routing, including Segment creation and Tier-0/Tier-1 gateway design.
- Understanding of Distributed Firewall (DFW) and Gateway Firewall (GFW), including micro-segmentation and rule creation.
- Understanding of Edge Services: Load balancer configuration, NAT, and VPN.
- Mandatory knowledge of VMware vSphere, including hands-on experience with vCenter, ESXi, VM networking, and vDS.
- Mandatory knowledge of Rest API, Curl, and Postman, including crafting API calls and understanding HTTP response codes.
- Knowledge of certificates, including Self-signed and CA certificates.
- Mandatory proficiency in Linux/UNIX for navigation and troubleshooting.
- Mandatory proficiency in Networking, including L3 protocols, routing, IP subnetting, firewalling, load balancers, and VPN.
- Mandatory proficiency in Packet Capture/Wireshark for network virtualization troubleshooting.
- Familiarity with systems management concepts, processes, and standards (e.g., SNMP).
- Required certifications: LPIC-1 and LPIC-2.
- Excellent customer focus, communication skills, and a passion for helping customers resolve software issues.
- Strong analytical and problem-solving skills.
Nice to Have
- Networking certifications such as CCNP.
- VMware certifications such as VCP, VCP-NV, or VCAP-NV.
Technical Stack
- VMware NSX-T
- VMware vSphere, vCenter, ESXi, vDS
- Rest API, Curl, Postman
- Linux/UNIX
- Wireshark
Team & Environment
You will work as part of a global team in a 24x7 follow-the-sun support model.
Work Mode
This is a global role based in Ireland or the UK.
Spinnaker Support is an equal opportunity employer.
