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VMware Solution Architect - Escalation and Technical Support - Opportunity for Working Remotely in Wichita, Kansas

The Elevator Pitch: Why will you enjoy this new opportunity?

Are you passionate about working at the bleeding edge of technology and solving complex problems for customers? VMware has a Solution Architect role which lets you leverage and build on your technical expertise while working with the latest VMware technology.

Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team of experts in an energetic, creative, and collaborative business environment.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

As a Solution Architect, you will leverage your deep technical expertise in VMware products to deliver holistic solutions to complex customer challenges and help drive an improved customer experience. Please note that this role pertains to Escalation and Technical Support, and does not involve Design & Deploy / Consulting / Pre-sales activities.

  • You will start by familiarizing yourself with the various processes for partnering with teams across VMware

  • In parallel, you will work alongside Global Support and Escalation Management to deliver solutions to critical issues impacting complex customer deployments

  • Through these engagements, you will identify product and process challenges, and facilitate solutions that improve our customers' experience with VMware as a whole. This can range from developing and delivering training for Global Support Engineers, reducing operational roadblocks, to partnering with product teams to enhance the VMware product suite for better usability and supportability

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

As a Solution Architect you will be acting as a lead technologist and with a broad understanding of technology and a focus on VMware products and technologies. As such you will be responsible for working with our customers to assist with resolution of complex technical issues, and with various internal stakeholders to improve the VMware product suite and support experience. A willingness to embrace complex challenges and own solutions, curiosity to learn and understand new technology, paired with strong troubleshooting and customer service skills are key strengths for this role.

Success in this role will be built on your ability to:

  • Create and implement solutions to complex problems to bring rapid relief to customers

  • Leverage deep technical expertise in VMware's Horizon product suite

  • Troubleshoot problems affecting enterprise systems based on a clear understanding of modern production data centers, desktop virtualization, capacity/performance/storage/networking management and tuning, and programming logic and design

  • Develop and maintain productive, professional relationships with various stakeholders across VMware Global Support, Professional Services, Product Management, Engineering, etc.

  • Think past the products and understand the solutions being delivered to meet the business\IT needs

  • Effectively communicate any potential issues with the solution architecture to the project team, third parties, peers and customers

  • Solicit continuous feedback from multiple stakeholders and effectively communicate to product development

  • Design and deliver technical training and documentation targeted for VMware Global Support staff

  • Confidently captivate an audience at customer facing events on occasion

  • Thrive in high-pressure situations through clarity in thought and actions

What is the leadership like for this role? What is the structure and culture of the team like?

The hiring manager for this role is the Senior Manager of the Global Support Solution Architects within VMware. The role fits into an organization that encourages self-determination and creativity in problem solving, and is built on a strong foundation of empathy, trust, and transparency. The leadership team is devoid of hierarchical barriers, and banks on collaborative, team-driven decisions.

Where is this role located?

  • Remote : this role is fully remote and can be done anywhere in the United States of America. You may have to travel to customer sites, or the VMware Broomfield office, up to 33% subject to health and safety guidelines

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Explore the VMware Benefits page for additional details. Please note, benefits change by country, please select your country from the drop-down menu at the top right corner.


#GlobalSupport Colorado exempt statement

The hiring range for this position is typically: $127,000 - 229,000. Actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at https://benefits.vmware.com/. *Note: Disclosure of Colorado pay and benefits required per sb19-968.

This job requisition is not eligible for employment-based immigration sponsorship by VMware.


This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Services and Consulting

Subcategory: Consultant

Experience: Manager and Professional

Full Time/ Part Time: Full Time

Posted Date: 2022-09-21

Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure. What’s in it for you? The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: 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.