VMware Technical Support Engineer, NSX Team in Tokyo, Japan

グローバルサービス テクニカルサポート本部について】

グローバルサービス テクニカルサポート本部(GSTS) 部は、VMware の製品を利用している世界 100 か国を超える25,000社以上の企業のお客様をサポートしています。GSTSでは、世界に点在する 5 か所のサポートセンターを通じて、各国の時間帯に応じたサポートを提供します。GSTS部門は、お客様およびパートナーの皆様に対してVMware製品の包括的なサポートを提供し、新製品や現行製品の新しいバージョンの開発に参加します。また、メンバーは、製品のリリース戦略、製品ドキュメント制作、お客様とのディスカッションフォーラム、および専門家向けドキュメントの発行にも参加しています。優れた製品の開発およびお客様支援への取り組みはGSTS部門においても実践されており、業務での社内外のお客様との情報交換によって知的な刺激を感じることができます。GSTS部門のメンバーは、仮想インフラストラクチャのビジネスクリティカルなアプリケーションをサポートするために選び抜かれたスペシャリストです。

As an Enterprise Technical Support Engineer, you will provide technical support to both staff and customers who are working to implement VMware NSX platform and related products.


• Respond to customer inquiries - via email and telephone.

• Mentor and provide training to other technical GSS staff in Network troubleshooting topics.

• Own and drive the Customer Experience throughout the lifecycle of the Service Request to resolution.

• Resolve all Technical issues through diligent research, reproduction, and troubleshooting.

• Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.

• Document all technical inquiries; develop and review content for knowledgebase.

• Participate in testing alpha and beta products and provide feedback to Engineering.

• Be an advocate for network virtualization, educate GSS on the NSX platform

• Troubleshoot and engage with NSX Engineering on customer reported issues, including identifying viable workarounds.

• Travel to Customer sites and represent VMware GSS.


• Native level of Japanese

• Business level of English (writing and reading)

• 5 years + software technical support experience.

• Networking: In-depth understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management,, firewalling, load balancers, Security trust zones, Management Networks, VPN and network design

• Proven experience and deep knowledge of the networking technologies and vendors such as VMware VDS, Cisco, F5, Riverbed, Force10, Vyatta/Brocade, A10 Networks, Arista, Infoblox, Palo Alto Networks

• Experience with network components such as, ASR routers, switches, firewalls, ASA, etc).Virtual networking components VSG, Nexus1000V, BGP & OSPF protocol, Cisco UCS and storage

• CCNA or equivalent certification and/or related work experience

• Familiarity with systems management concepts, processes and standards (e.g. SNMP); capacity/performance management and tuning; and storage and network management

• Understanding of modern IT production data center and Internet (ISP/ASP) hosting operations including Compute, Storage and Networking.

• Experience designing and/or supporting large enterprise deployments.

• Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark)

• Good practical working ability with Linux/UNIX utilities, including editors and command shells

• B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience

• Fluent in spoken and written English

• Ability to travel 20 per cent of the time.

Highly Preferred Skills

• Hands on experience with VMware ESX Server or VMware products

• UNIX kernel diagnostics/debugging (at a level typically found in senior level 2 or level 3 UNIX support staff)

• Experience with operation and administration of large Windows Server and Desktop Environments o Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols

• Previous exposure to Cloud Management Platforms such as OpenStack, CloudStack, vRA including Networking enabled by software

• Familiarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC

• Hands-on and working with key technology solution/language/tools e.g. CloudStack, OpenStack, AWS, KVM, libvirt, Chef, Puppet, Python, CMS, DynamicOps, API, etc.

• Previous Enterprise Technical Support.

• CCNP or equivalent certification and/or related work experience

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