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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

virtualizationcloud managementhypervisor internalsorchestration platformslarge-scale datacenter designtroubleshootingautomationconfiguration validationRCAsupport efficiency

Soft Skills

communicationmentoringconflict resolutionproblem-solvingflexibilityjudgmentperseveranceownershipself-developmentcollaboration

Certifications

Bachelor's degreeMaster's degreeSoftware EngineeringComputer Science