Morpheus Enterprise and Morpheus VM Essentials Support Engineer

- Provide technical support for VM Essentials and Morpheus Enterprise deployments across on-prem, 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 cross-functional teams including Product, Engineering, and Sales Engineering to ensure customer success.

Acts as the highest technical escalation point and subject matter expert.

- Own highest-severity escalations, critical customer incidents, and RCA activities. - Provide architectural guidance to customers and internal teams. - Collaborate closely with Engineering on defect reproduction, triage, and product maturity. - Develop tools, automation, and processes to improve support efficiency. - Serve as a mentor/technical leader for the entire support organization. - Influence product roadmap through field insights and complex deployment learnings.

Ideal For: Senior engineers with deep expertise in virtualization, cloud orchestration, multi-tenant architectures, or enterprise datacenter operations.

- Bachelor's or Master's degree in Software Engineering, Computer Science, or equivalent - 7+ years of deep technical experience in virtualization, cloud management, or enterprise support. - Expertise in hypervisor internals, orchestration platforms, or large-scale datacenter design. - Track record of leading escalations, RCAs, and cross-functional engagements. - Ability to influence product quality and drive architectural improvements. - Provides guidance and mentoring to less experienced engineers. - Excellent written and verbal communication skills; mastery in English language. - Ability to troubleshoot, isolate, and resolve complex problems. - Ability to quickly learn products/technologies to a deep level. - Experience in effectively dealing with difficult people and process situations. - Ability to work effectively with colleagues and customers across time zones, geographic, and cultural boundaries. - Strong conflict resolution skills. - Drive for taking ownership of problems and self-development. - Excellent judgment, flexibility and perseverance. - Ability to effectively manage many responsibilities at the same time. - Solid decision making and negotiating skills. - Flexibility to adapt to changing priorities and business requirements. - Curiosity, fearlessness and willingness to jump into ambiguous technical situations

"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. - United States of America: Annual Salary USD 111,000 - 211,000 in Colorado The listed salary range reflects base salary. Variable incentives may also be offered."

The estimated job application period closure is August 28 2026; this timeline is provided for transparency and internal planning purposes.