Senior Customer Support Specialist

VMware is hiring a Senior Customer Support Specialist to join our fully remote team in the United States. As a Senior Customer Support Specialist, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — US (EST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Document solutions and improve help content • Maintain high customer satisfaction scores • Troubleshoot and resolve product issues • Escalate bugs and feedback to product teams • Respond to customer questions via chat, email, and tickets What we offer: • Generous paid time off and company holidays • Home office and wellness stipends • Flexible working hours across US time zones • 100% remote, work-from-anywhere-in-the-US culture • 401(k) retirement plan with company match How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. VMware is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Empathy and patience • Ability to learn products quickly • Comfort with support tools (Zendesk, Intercom) • Excellent written and verbal communication Nice to have: • Comfort communicating clearly and proactively in writing • A growth mindset and eagerness to keep learning