Whether technical support engineer, Diego Acuña is collaborating with his teammates to solve the seemingly impossible for VMware customers or leveraging employee perks to grow his knowledge, he delights in pura vida at VMware Costa Rica. Read on to learn more about what inspires Diego to innovate what’s next at VMware.
Name: Diego Acuña
Role: Technical Support Engineer
Office Location: Pavas, Costa Rica
Years at VMware: 1
Favorite Tech Gadget: Thin Clients
Give us an inside look into your role.
As part of VMware Costa Rica’s GSS (Global Support Services) team, I provide technical support on a wide variety of VMware’s products to Brazilian customers and partners. I work in a generalist model, meaning that I support almost all of the products in VMware’s suite, including Site Recovery Manager, vCloud Director, Horizon View, and vCenter Operations Manager. I really love working under a generalist model because it allows me to have a full understanding of VMware’s technologies and gives me the flexibility to discover new things that I did not even know existed.
Why did you choose VMware?
I had always dreamed about being a part of VMware’s technical staff. I’m passionate about technology and loved every VMware product that I came into contact with. Choosing to work at VMware was not a tough decision because it was something that I had always wanted. And to be honest, who would not be proud to be a part of the most innovative company in the world?
How do VMware’s shared values (execution, passion, integrity, customers and community) come to life at your site?
At VMware Costa Rica, you will see VMware’s values woven into our everyday lives. It’s natural for us to work together to accomplish a common goal because it is a part of who we are. We’re highly motivated and passionate people who support each other, bring new ideas to improve internal processes, and are always striving to improve customer satisfaction because customers are the reason why we are here. We are able to deliver high-quality support by constantly improving our skills and making sure those developed skills are applied on a daily-basis. Lastly, we take every opportunity to give more as we know that we are all part of a huge family. An example of this is our recent Learn to Dream project. My coworkers and I had the opportunity to donate school items for children in indigenous school areas so that they could receive the education that they deserve. This is important for us, as we believe that everyone should have the same opportunities to grow.
Is there a particular value that resonates the most with you?
It is tough to define a single value taking into account all of them are so relevant. However, if I have to pick one I would choose execution. Things need to get done, that is for sure. How they are done is what really makes the difference. I believe in the power of teamwork. Every single person is a vital piece of a huge puzzle, and that is why it is so important to give our best in every task that we have each day. I realize that what I do will affect others, so that is why I try to make positive contributions.
Watch the video below to learn more about life at VMware Costa Rica.
Share a story or example that illustrates your team living VMware’s values.
There was one particular vSphere Data Protection case that I struggled with shortly after I began supporting the product. I had got to a point where I did not know what else to do, the customer was having repetitive failures on a huge number of VDP appliances and every time we seemed to fix a problem another related-one would come up. I have to admit I was starting to get worried.
It was at that time that I commented about the case one day during lunch time with some co-workers, and that’s where things started to light up, as all of them showed their willingness and eagerness to help. They all recognized how frustrated I was about not being able to figure out the solution. They not only helped me by providing suggestions, but also patiently reviewed tons of log bundles of several VDP appliances with me, and even got in touch with the developer and customer with findings. This collaboration made a positive impact on the customer. He was very impressed with the passion and care that we as a team showed towards resolving the problems he was facing and was very satisfied with the resolution. It meant a lot to receive that support from my teammates because it is not something that you see in every company. It is clear that we are all heading in the same direction and we know the power of teamwork!
What benefits or perks are most notable for you at VMware? Why?
Definitely the Professional Development Assistance Program, which provides employees financial support for external professional development courses, certifications and degree programs. Having the opportunity to grow my knowledge by taking classes at our local university is really important to me since every class will contribute to my knowledge and therefore will contribute to my role at VMware. It all is about delivering the best support experience to our customers.
What types of people are successful at VMware?
Knowing what you are doing is definitely necessary, so expertise in the specific area that you are working in is very important. However, those who are motivated and have a clear understanding of the importance of their work are the ones that really succeed at VMware. I am part of a team that believes that attitude can beat aptitude.
How is ‘pura vida’ a part of the Costa Rica site?
Well, pura vida is a lifestyle here in Costa Rica. We Costa Ricans are happy people, and that can be noticed and felt at our site. Every employee at our site will greet you with a smile on his or her face, and will make you feel like a part of the family from the moment that you step into our office. We are very friendly, and we know that hard work is necessary, but we also understand the importance of taking a break and enjoying quality time with co-workers and family. Some exciting activities that we’ve participated in together as a site include futbol, bowling, and kart racing.
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