Overview

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

You have linux systems and network engineering experience, you’ve dived deep into the internals of Windows OS, bootstrapped a Kubernetes cluster or two, and you have a working knowledge of running workloads. You have a passion for working directly with customers–both via video or in writing–solving a variety of use cases and a keen interest in using open source technologies to get customers where they want to go. You love to be working with cutting edge technologies, you care about building things reliably, and have always imagined yourself working with a quirky group of folks who care about that too. Finally, you are experienced in working remotely within a fully remote and distributed team.

What is the primary need, technical challenge, and/or problem you will be responsible for?

We need someone to handle level four (engineering) technical issues involving our customer’s Kubernetes environments and supported tools in the ecosystem and help us expand our technical breadth by bringing in someone who has experience running and managing .Net applications directly on a Windows server or within a container as well as a working understanding of automating with PowerShell. In addition to working independently with customers, you will work closely with mid and senior-level Customer Reliability Engineers (CREs) on escalated customer issues. You will also join the CRE team’s on-call rotation.

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

  • You will demonstrate a commitment to reducing Mean Time to Resolution (MTTR), solving each technical issue with the goal of taking steps to ensure it doesn’t happen again.
  • You will create, test, and improve customer-facing technical documentation that aligns with lessons learned from our collective experience with customers.
  • You will drive continuous improvements in our products by filing high-quality bug reports and feature requests.
  • You will drive assigned projects to completion, being clear when tradeoffs are needed and deadlines need to be adjusted to accommodate higher-priority work.
  • You will endeavor to complete the Certified Kubernetes Administrator (CKA) exam within your first year.
  • You will educate the team on how to troubleshoot containerized Windows applications running in a Kubernetes cluster as well as infrastructure and OS level issue.

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

  • Use our ticketing system to triage, prioritize and engage with customers when they need our assistance, keeping SLAs and MTTR in mind at all times.
  • Independently conduct Architecture Reviews and Turnovers of customer environments from our Platform Services team.
  • Partner with mid and senior-level CREs to perform Reliability and Production Readiness Reviews of customer environments, ensuring that the information collected is complete, synthesized and actioned.
  • Partner with Program Managers to ensure appropriate customer technical details are understood and tracked so each time we work with customers, we are bringing forward depth and context.

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

The hiring manager for this role is Megan Bigelow, Director of Customer Reliability Engineering. Megan joined VMware as a part of the Heptio acquisition in 2018. Prior to this role, Megan has spent over a decade leading both large and small customer-facing engineering teams. Megan currently leads the CRE team which consists of a mixture of Reliability Engineers and Program Managers with a shared passion for solving Kubernetes problems reliably.

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. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.

  • Employee Stock Purchase Plan
  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
  • Generous Time Off Programs
  • 40 hours of paid time to volunteer in your community
  • Rethink’s Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
  • Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
  • Healthy and local inspired snacks in all our pantries

About Dell

Dell is a part of the Dell Technologies family of brands. Dell Technologies is a unique family of businesses that provides the essential infrastructure for organizations to build their digital future, transform IT and protect their most important asset: information. The company services customers of all sizes across 180 countries – ranging from 98 percent of the Fortune 500 to individual consumers – with the industry's most comprehensive and innovative portfolio from the edge to the core to the cloud.