Technical Support Engineer

Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for VMware, Oracle, SAP, JD Edwards and Microsoft.

We have an immediate need for an experienced VMware L3 Support Engineer:

• Occasional after hours, weekends and holidays support for urgent customer issues.
• Must have excellent customer focus and communication, friendly interaction and passion to help customers with their software issues.
• Ability to troubleshoot customer issues in an environment where online and remotely connected to the customer’s systems.
• Work as part of a global team ensuring effective collaboration to help resolve customer issues in a 24x7 follow the sun support model.
• Drive customer satisfaction by tracking issues from start to closure, minimizing aging cases.
• Provide when requested root cause analysis for technical issues.
• Assist with creating and maintaining relevant knowledge articles.
• Work with other internal stakeholders as needed to enhance the overall customer experience.
• Strong analytical and problem-solving skills
• Promote best practise and new methodologies

Role skill requirements:

• Minimum 5 years’ experience across VMware core technologies at a senior support level.
• Experience in handling critical customer situations.
• Knowledge of NSX-T Architecture: Understanding Managers, Controllers, Transport Nodes, Edge Nodes, TEPs.
• Understanding of Logical Switching & Routing: Segment creation and management, Tier-0 and Tier-1 gateway design
• Understanding of Distributed Firewall (DFW) and Gateway Firewall (GFW): Micro-segmentation, Rule creation and optimization and Grouping objects and policies
• Understanding of Edge Services: Load balancer configuration, NAT and VPN.
• Knowledge of VMware vSphere is mandatory. Hand-on experience on vCenter, ESXi, VM networking and vDS (vSphere Distributed Switch).
• Knowledge of Rest API, Curl and Postman is mandatory. Understanding of the HTTP response code, able to craft Rest API call (GET, POST, PUT and DELETE).