Senior Technical Support Engineer

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Job Description:

This position is responsible for providing mainframe technical support. This support includes handling complex questions/problems for product suites to ensure our customers achieve their desired business outcomes. Engineers are expected to deliver a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed.

Key Responsibilities

• Promote Broadcom mission, customer promise, and strategy; willingly adapts to and supports change. Participates in projects to improve the business/products/CX.

• Willingly accepts and adapts to change in product(s) being supported, environments (i.e., Saas), infrastructure / technology and such. May assist others in adopting to product(s)/technology change. May act as a Designated Support Engineer for certain products/ customers.

• Continually expands knowledge of Broadcom Support best practices, procedures and systems.

• Lead brainstorming sessions to improve our business by applying active listening, collaboration and facilitation skills.

• Proactively identify team training needs; collaborate with team members to facilitate relevant training to address individual or team needs.  

• Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals. Assist/mentor others to prioritize and balance their workload by sharing their expertise.

• Independently learn and expand product, technology and soft skills. Expand knowledge across multiple product releases. Act as subject matter expert for certain product components.

• Actively participate in Broadcom communities to promote self-service and to promote customer-to-customer collaboration. Review information and answer questions on product Communities.

• Share knowledge with other engineers and customers by following KCS methodology and process. Enable customer self-service success using KCS methodology by reusing, creating, reviewing, updating, publishing and retiring knowledge. Assist/ mentor colleagues developing knowledge content.

• Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of Broadcom products to proactively prepare for customer engagements, assess business impact and instill immediate customer confidence.

• Mature relationships with key internal stakeholders (e.g., SaaS Ops, Sustaining Engineering) to develop strategic partnerships which will help customers achieve their business outcomes.

• Use problem solving skills to quickly resolve customer's cases to their satisfaction and provide assistance to prevent future issues by proactively sharing information/expertise regarding recent hotfixes and knowledge documents with the customer.

• Utilize new or advanced technology (i.e. telemetry) to increase knowledge of customers' environments.

• Apply advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes and advise customers on solutions.  Analyze diverse customer environmental data to troubleshoot and recreate issues on test systems.  Share configuration best-practices with customers.

• Demonstrate teamwork and leadership by providing technical assistance to team-members to support aged/escalated issues. Provide coaching and mentoring to less-experienced team-members, or colleagues.  

• Partner with Support Delivery Management and Engineering Teams to highlight customer's business impact and influence the prioritization of defects/issues to create fixes.

• Understand the Product Lifecycle and future direction for the supported products or product line. Participate in scrum teams including documentation and requirements review, comments on end of scrum demos, test demo environments and supportability requirements.

• Create lab environments to replicate customer issues.

• Improve product quality by identifying and documenting predominant customer issues which require assessment by the Business Insight Analysts.  

• Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation.

• Proactively identifies barriers preventing customer from adopting or being productive with products/solutions and leverages cross-functional teams and proactive support playbooks to increase customer satisfaction and adoption levels.

• Cultivate a growth mindset. Continual focus on professional career development opportunities including product and industry certifications.

Typical Role Definition

Professional Staff. A senior level professional role. Evaluation, originality or ingenuity required. Knows and applies the fundamental concepts, practices, and procedures of a particular field. Has mastered the key responsibilities. Assignments can be broad in nature. May serve as a resource to others to resolve complex problems and issues. Instructions generally provided in general terms. May take on project lead role as required. May be required to be on-call rotation afterhours and weekends.

Job-Specific Authority and Scope

• Generally works without consulting their manager.

• Independent decisions are made daily.

• Examples of typical decisions without manager consultation:

  • Decide priorities while working with customers.

  • Formulate workarounds to meet customer business objectives.

  • Mentor junior team members

• Typically has no direct reports.

• Typically has no total staff.

• Typically has a global geographic focus.

• Typically does not manage a budget.

Business Travel and Physical Demands

Business travel of approximately 10 or less percent yearly is expected for this position.

Physical demands:

• Office environment. No special physical demands required.

Preferred Education

Bachelor's Degree or global equivalent in Computer Science or related discipline.

Work Experience

Typically, 5 or more years of related professional experience.

The candidate must be proficient with the Broadcom product or solution for which they will be supporting. In the case of a new hire or product reassignment, the Senior Support Engineer will be expected to make use of their previous experience (Broadcom products or external experience) to expedite their proficiency to the level of a Senior Support Engineer.

Skills & Competencies

• Proven customer service skills.

• Strong communication skills; written, verbal and social media.

• Demonstrate technical and team leadership skills.

Certifications

• Preferred, Appropriate certifications such as 100 level (or equivalent) knowledge of a Broadcom product.

• Preferred, Product line relevant or relevant 3rd party certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.)

Additional Job Description:

Compensation and Benefits

The annual base salary range for this position is $73,100 - $117,000

This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.

Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

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