• Act as part of the Technical Assistance process, supporting repairers with vehicle technical incidents • Accurately understand, analyse, and identify vehicle problems • Verify that repairers have applied all recommended diagnostic and repair steps • Advise corrective actions and provide technical solutions where known • Ensure full case traceability using PAMIR • Respect and monitor technical assistance SLAs and lead times • Manage an average workload of 10 tickets per day, ensuring timely resolution • Communicate clearly and professionally with all stakeholders

About the Team: Our Technical Support Engineering team is the backbone of our customer success, providing expert assistance and driving efficient solutions to complex technical challenges. We're a collaborative group of problem-solvers, passionate about delivering exceptional support and fostering strong relationships with our customers. Working within a global environment, we value teamwork, innovation, and a commitment to continuous improvement. Responsibilities: - Work as the primary point of contact for all tickets in your name - Act as an escalation point for the Technical Support and Technical Account Management team - Analyze and troubleshoot incidents with a one-touch resolution mindset - Interpret customer questions on product usage and provide detailed and timely answers - Write detailed and thorough escalation notes for sending tickets to senior engineering teams - Perform routine follow-ups and ticket management via email and the case management system - Write and maintain the internal and external knowledge bases - Communicate with customers and internal parties about existing tickets and identify common patterns - Provide feedback to management about improvements to processes and procedures Minimum Qualifications: - 3+ years of professional experience in a Technical Support role within software and/or technology. - Exceptional communication skills, both written and verbal, with the ability to clearly convey complex technical concepts to diverse audiences (technical and non-technical, internal and external) in a business-to-business setting. - Proven experience in in-depth software troubleshooting, demonstrating a customer-centric approach, a strong sense of ownership, and the ability to maintain a positive and collaborative attitude within a global technical support environment - Ability to create and maintain comprehensive technical documentation, including knowledge-base articles, how-to guides, and troubleshooting guides. - Understanding of networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity, coupled with the ability to utilize system-level tools for network troubleshooting and validation of open ports. - Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments - Experience of AI - Proficient in navigating and performing basic tasks within a Linux Shell in a professional enterprise environment Preferred Qualifications: - Experience reading or writing code with a strong preference for Python. - Ability to effectively analyze application logs and data sets to extract relevant information for troubleshooting and resolving technical issues. - Ability to build cURL commands and use them as a troubleshooting tool - Experience with TLS and Certificate troubleshooting - Basic understanding of and experience with SAML - Experience with database platforms and ability to troubleshoot reading from databases - Experience with the following platforms: - MongoDB - Docker - OpenVPN #LI-MDI #Remote About Axonius: Axonius transforms cyber asset intelligence into actionability. With the Axonius Asset Cloud, customers preemptively tackle high-risk and hard-to-spot threat exposures, misconfigurations, and overspending. The integrated platform brings together data from every system in an organization’s IT infrastructure to optimize mission-critical risk, performance, and cost measures via actionable intelligence. Covering cyber assets, software, SaaS applications, identities, vulnerabilities, infrastructure, and more, Axonius is the one place to go for Security, IT, and GRC teams to continuously drive actionability across the organization. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius supports millions of assets for leading customers across industries and around the world. Axonius makes it a priority to invest in our people with competitive compensation and benefits, growth opportunities, community-building, and so much more. Learn more about benefits at Axonius. At Axonius we support a diverse and inclusive workplace and believe in equal employment opportunity. We welcome people of different backgrounds, experiences, abilities and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status. By submitting your application to us, you acknowledge that your personal data will be processed in accordance with our Global Job Candidate Privacy Notice.

• Manage and resolve incoming support tickets with speed, accuracy, and empathy • Debug real technical issues — in terminals, on servers, in configurations • Hit and maintain a 96%+ customer satisfaction rating • Resolve 80% of tickets within the first response • Meet 100% of our SLA commitments • Document bugs and feature requests with enough detail that engineering can act on them • Contribute improvements to our knowledge base and saved replies • Adapt to our ever-changing methods and channels of communication with our customers

About Rimini Street, Inc. Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a proven, trusted global provider of end-to-end, mission-critical enterprise software support, managed services and innovative Agentic AI ERP solutions, and is the leading third-party support provider for Oracle, SAP and VMware software. Our comprehensive portfolio of unified solutions help run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database and technology software, enabling our clients to achieve better business outcomes, significantly reduce costs and reallocate resources towards strategic projects. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments. We are actively seeking a Sr. Support Engineer, VMware. The role will report directly to the Director, VMWare, and Exadata Platform – NAMER. Qualified candidates can work remotely in the UK. Position Summary The role of the Sr. Support Engineer, VMware is to provide exceptional remote-based support for mission-critical VMware components as part of our global VMware Services support team. The candidate must be able to work in UK business hours. Essential Duties and Responsibilities - Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of VMware functionality and develop an action plan to resolve issues - Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting - Work closely with end users on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience - Replicate reported issues as needed for troubleshooting - Provide new or modified configuration to resolve incidents - Advise end users on application functionality and capabilities - Recommend changes to client training based on incident volumes and trends - Create scripts to identify, analyze and correct data issues - Thoroughly document remediation, test results, and approvals - Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours - Collaborate with team members in a virtual team environment to extend field experience to different client situations - Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience Experience - 10+ years of VMware experience across the VMware technology footprint - Deep exposure to NSX-T and AVI Load Balancer within vSphere 7, 8 and VCF environments. - Candidate will be able to: - Design, manage and troubleshoot logical switching, routing and firewalling. - Implement, maintain and troubleshoot security policies. - Integrate NSX-T with Cisco Leaf/Spine networks, OSPF and BGP networking. - Troubleshoot NSX-T issues to an advanced level. - Identify performance bottlenecks and optimize NSX-T. - Plan, implement and troubleshoot NSX-T upgrades. - Exposure to the following would be beneficial: - Integration with logging and monitoring tools such as Log Insight and vROPS. - Experience of NSX-T within a containerized environment (Tanzu/TKG). - Experience with NSX-T Federation. - Experience with automated network deployment/configuration. - Experience with NSX-V - Knowledge of any of the following products is also beneficial: vSphere, vSAN, Aria Suite, SRM, Dell VxRail, VCF and Horizon View - Expertise with VMware including full life-cycle implementation experience, configuration, and administration of VMware - Knowledge of VMWare maintenance/patching mechanics and VMware architecture - Demonstrable history solving complex problems across multiple components - Work closely with client VMware SMEs and Management Skills - Superb trouble-shooting skills and tenacity in problem solving - Passionate focus on customer support and the ability to build long term, successful working relationships with Clients - Strong knowledge of key application functionality - Excellent English communication skills – verbal & written are required - Attention to detail and the ability to learn quickly - Extreme focus on Client satisfaction - Ability to work calmly and professionally in high pressure situations - The ability to work remotely from a home-based office in a virtual environment Desired Qualifications - The best candidates will have knowledge of multiple VMWare components across multiple releases including proficiency with VMWare component business processes, navigation mechanics, configuration requirements, integrations, and knowledge of underlying technology. Education - Bachelor’s Degree in computer science or related field or equivalent experience - Current or recent network related certifications (CCNP/VCP-DCV). Language - Fluent English Location - Remote - UK Why Rimini Street? We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you. Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: - Company - We dream big and innovate boldly. - Colleagues - We work with extraordinary people who create a culture of mutual respect and collaboration. - Clients - We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service. - Community - We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities. Accelerating Company Growth - Nasdaq-listed under ticker symbol RMNI since October 2017 - Over 6,300+ signed contracts to date, including Fortune 500 and Global 100 companies - Over 2,000 team members in 23 countries - US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/ Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law. To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.