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Windows Escalation Engineer - Opportunity for Working Remotely

Austin, Texas
Job Type
30 Jul 2022
Why will you enjoy this new opportunity?

Carbon Black is now part of VMware. As a standalone company, Carbon Black established itself as a leader in the endpoint security space. The product portfolio includes the rapidly growing Carbon Black Cloud (CBC) platform that delivers next-generation endpoint protection capabilities from the cloud. Now with the full resources of VMware, you have the opportunity to make an impact and build upon Carbon Blacks success.

Our Engineering Team is moving at lightning speed on the breaking edge of technology. Software Engineers specifically dedicated to the Accelerated Customer Engineering (ACE) team work as part of an agile team to quickly diagnose and resolve issues impacting our customers. Within this fast-paced, collaborative organization, you'll work to ensure customer success and satisfaction by contributing to products that protect customers' dearest assets.

As a member of the Accelerated Customer Engineering (ACE) team, you will solve complex problems related to the Carbon Black Cloud Windows sensor. You will review forensic data including product & system logs, debug large bodies of code, report and fix defects and design workarounds to ensure our customers' continued success. Youll work closely with Product Management, Professional Services, and Customer Support to shorten time-to-resolution of customer reported product issues.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
  • Within 30 days of employment you will have completed a federal background check and become competent with VMware's Security rules, guidelines and standard operations.
  • Within 90 days, you will have completed onboarding tasks and will be shadowing ACE engineers on investigations including joining in on customer calls.
  • Within 180 days your product knowledge is such that you will be equipped to work on your own escalations. You will help drive quality initiatives within the development teams.
  • Within 360 days, along with the above, you are able to act as the lead technical resource on a team that may include support, development and customer success to bring troubled customers back to health. You will assist in creating tooling and process improvements to speed resolution of engineering assist tickets.
What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

This position will perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil, and therefore any potential offer of employment will be contingent upon verification of U.S. citizenship.
  • Experience analyzing crash dumps (windbg)
  • Experience with Windows troubleshooting tools like those from Sysinternals
  • Experience analyzing network traces
  • Experience developing or supporting an enterprise class application, addressing product issues and driving corrective actions
  • Strong knowledge in C/C++ and Object Oriented Design Patterns
  • Experience coding for highly scalable multithreaded systems
  • Familiarity with kernel level programming
  • Experience with code management and bug tracking tools (SVN, Git, Jira)
  • Experience analyzing WPR/WPA to diagnose performance issues a plus
What is the leadership like for this role? What is the structure and culture of the team like?

This role reports to the ACE Endpoint Manager. He and much of the team joined VMware as part of the Carbon Black acquisition. The U.S. team is based on the East Coast while the Indian team in Pune. They have different strengths but one thing in common, they love figuring out tough, complicated problems and working with other teams to improve customer experience.

Where is this role located?

Remote: This role is fully remote allowing you the flexibility to work from the location you feel most productive and comfortable. As this role supports our federal customers, you must live on U.S. soil.

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 .
  • 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.)
  • Wellness reimbursement and online fitness and wellbeing classes
This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Engineering and Technology

Subcategory: Software Engineering

Experience: Manager and Professional

Full Time/ Part Time: Full Time

Posted Date: 2022-05-09

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 whats possible today at .

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.

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  • Job Reference: 671928405-2
  • Date Posted: 30 July 2022
  • Recruiter: VMware
  • Location: Austin, Texas
  • Salary: On Application
  • Sector: Engineering
  • Job Type: Permanent