Offer summary

Qualifications:

Fluency in both Japanese and English is required., Bachelor’s Degree in computer science or a related field, or equivalent experience., 10+ years of VMware experience with a solid understanding of vSphere and vCenter., Superb troubleshooting skills and a passion for customer support..

Key responsibilities:

Provide exceptional remote-based support for VMware components as part of the global support team.

Evaluate complex customer issues and develop action plans for resolution.

Collaborate with end users to understand their needs and deliver high-quality customer experiences.

Document remediation, test results, and contribute to knowledge-sharing methodologies.

Job description

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support, products and services, the leading third-party support provider for Oracle and SAP software and a Salesforce and AWS partner. The Company has operations globally and offers a comprehensive family of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software, and enables clients to achieve better business outcomes, significantly reduce costs and reallocate resources for innovation. To date, over 5,300 Fortune 500, Fortune Global 100, midmarket, public sector, and other organizations from a broad range of industries have relied on Rimini Street as their trusted enterprise software solutions provider. To learn more, please visit riministreet.com, and connect with Rimini Street on Twitter, Instagram, Facebook, and LinkedIn. (IR-RMNI).

JOB DESCRIPTION

Sr. Support Engineer, VMware.

**The candidate needs to be fluent in Japanese and English. Ideally located somewhere in APAC.

We are actively seeking a Sr. Support Engineer, VMware.

Position Summary

The role of the Sr. Support Engineer, VMware is to provide exceptional remote-based support for mission-critical VMware components as part of our global VMware Services support team.

Essential Duties and Responsibilities

· Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of VMware functionality and develop an action plan to resolve issues

· Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting

· Work closely with end users on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience

· Replicate reported issues as needed for troubleshooting

· Provide new or modified configuration to resolve incidents

· Advise end users on application functionality and capabilities

· Recommend changes to client training based on incident volumes and trends

· Create scripts to identify, analyze and correct data issues

· Thoroughly document remediation, test results, and approvals

· Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours

· Collaborate with team members in a virtual team environment to extend field experience to different client situations

· Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience

Additional Duties & Responsibilities

· Participate in a 24x7x365 On Call rotation with other team members.

· This position is required to support clients in specific business hours

Experience

· 10+ years of VMware experience across the VMware technology footprint

· Technical and functional expertise with solid understanding of vSphere and vCenter

· Expertise with VMware including full life-cycle implementation experience, configuration, and administration of VMware

· Knowledge of VMWare maintenance/patching mechanics and VMware architecture

· Demonstrable history solving complex problems across multiple components 

· Work closely with client VMware SMEs and Management

Skills

· Superb trouble-shooting skills and tenacity in problem solving

· Passionate focus on customer support and the ability to build long term, successful working relationships with Clients

· Strong knowledge of key application functionality

· Excellent English communication skills – verbal & written are required

· Attention to detail and the ability to learn quickly

· Extreme focus on Client satisfaction

· Ability to work calmly and professionally in high pressure situations

· The ability to work remotely from a home-based office in a virtual environment

Desired Qualifications  

· The best candidates will have knowledge of multiple VMWare components across multiple releases including proficiency with VMWare component business processes, navigation mechanics, configuration requirements, integrations, and knowledge of underlying technology. 

Education

· Bachelor’s Degree in computer science or related field or equivalent experience

Language

· Fluency in both English & Japanese

Location

Candidates may be based in any of the APAC region. Preferably close to the Japan timezone since this requires them to support Japanese clients.

Required profile