We’re hiring a senior software engineer with kernel-level programming knowledge and strong troubleshooting and analytical skills to incorporate the Voice of the Customer (VoC) into our award-winning products. Software Engineers specifically dedicated to the Voice of the Customer (VoC) 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.

In this role, you’ll solve complex software problems by reviewing large bodies of code, quickly assessing intricate environments, and designing solutions on the fly that incorporate data compiled from customers’ expectations, preferences, and aversions. You’ll work closely with Product Management, Professional Services, and Customer Support teams, to shorten time-to-resolution of customer reported product issues. By leveraging data about customers’ wants and needs, we can more effectively prioritize activities that improve overall customer satisfaction. The ideal candidate will be energized by solving challenging problems across the Windows, Mac, and Linux operating systems, helping our team, company, and customers succeed with the tools we provide. If you’re dedicated to providing consistent customer satisfaction, this role is for you!

What You’ll Do
Troubleshoot and perform root cause analysis of customer-reported product issues (including: examining product logs, system logs, software traces, memory dumps, and other system debug information)

Fix complex product defects and participate in code review and our SDLC (Software Development LifeCycle) best practices

Work with development teams to add product enhancements related to supportability – enhancements you as a VoC engineer are in a unique position to have knowledge of

Communicate clearly and effectively with internal stakeholders as well as customers to drive resolution of technical issues

Be proactive, self-motivated and attentive to detail when solving highly complex, escalated problems

Work well under pressure in a highly kinetic environment

What You’ll Bring
7+ years of experience in software development

Solid experience developing or supporting an enterprise-class application, addressing product issues and driving corrective actions

Expert knowledge in C/C++ and related software development tools

Expert knowledge of debugging and crash dump analysis in Windbg

Experience with kernel level programming on Windows (Mac or Linux a plus)

Experience with tools like Process Monitor, Wireshark, and Windows Performance Toolkit

Experience with code management and bug tracking tools

BSCS degree or equivalent

Preferred Experience:
Familiarity with reverse engineering, threat detection, performance, and quality

Knowledge of security software

Experience with relational databases (MS-SQL, SQLite)

Practical experience with scripting languages like Python and Powershell, object-oriented and generic programming

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. ​