VM Essentials Support Engineer

Work Location: Alpharetta or Houston - Hybrid (2 days onsite)

• Provide technical support for VM Essentials OR Morpheus Enterprise deployments across onprem, hybrid, and cloud environments.
• Diagnose and troubleshoot issues related to virtualization, compute, storage, networking, and automation platforms.
• Drive timely resolution of support cases in alignment with SLAs.
• Assist customers during PoC cycles with configuration validation, environment readiness, and blocker resolution.
• Document solutions, FAQs, and best practices to improve internal knowledge bases.
• Collaborate with crossfunctional teams including Product, Engineering, and Sales Engineering to ensure customer success.

• Support Engineer Owns complex issues, PoC's, and advanced troubleshooting.
• Lead customer PoC's endtoend, ensuring successful deployment and evaluation.
• Analyze deeper issues across storage, network, hypervisors, and orchestration layers.
• Work closely with Product/Engineering teams to validate customer-found defects.
• Serve as a technical advisor for partners and premium customer accounts
• Mentor Intermediate engineers and help improve team technical capabilities.

• Mandatory Linux Expertise.
• Strong L2/L3 Linux troubleshooting skills in enterprise environments
• 3 7 years of experience supporting virtualization, cloud, or datacenter systems.
• Strong troubleshooting in compute, storage, networking, or automation solutions.
• Experience with PoC's, deployments, or customerfacing technical roles.
• Proficiency in scripting/log analysis (PowerShell, Bash, Python preferred).
• Experience diagnosing system issues related to OS performance, services, storage, networking, and system logs
• Ability to perform root cause analysis and resolve complex production issues
• Deep understanding of the networking concepts, exposure to SDN is an added asset.
• Exposure to Morpheus, vSphere, vCenter, or comparable CMP/VM platforms.
• Experience with hybrid cloud environments (Azure, AWS, Google Cloud Platform).
• Understanding of API integrations, automation workflows, or infrastructure-as-code tools.
• Ability to work in fast-paced environments with global customers.