VMware Technical Support Supervisor in Cork, Ireland
As Supervisor, Technical Support, you will have the responsibility to manage and build one or more teams of our technical support organization. You will work closely with our engineering, sales, and product marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
o Manage and develop part of VMware's existing technical support organization, including hiring, management, and professional development of support engineering staff
o Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including work-flow, incident management, and telephony
o Provide regular reports for management that measure the effectiveness of the technical support function
o Work with VMware's sales teams to establish requirements for enhancement of existing support programs and/or establishment of new ones
o Work with VMware's engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
o BS/BA degree or equivalent technical experience, MBA a significant plus
o Experience in the software industry within technical support management, including people management
o Background in the development and management of remote support groups, international support groups, and 24x7 support operations
o Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
o Experience in both small and large companies is highly desirable
o Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable
o Good communications and interpersonal skills
o Track record of accomplishment and effectiveness within organizations
o Familiarity with CRM or incident tracking and management systems such as SFDC, Remedy, Clarify, etc.
o Experience as a technical support engineer, including front-line contact with customers via phone and e-mail
o Previous experience as a software developer or systems administrator is a plus. Experience with Linux and/or Windows is desirable
o Fluent English, oral and written
VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.