Technical Support Engineer

VMware by Broadcom is a leader in virtualization and cloud infrastructure solutions, enabling over 350,000 enterprise and SMB customers. A pioneer in virtualization and policy-driven automation, VMware simplifies IT complexity from data centers to mobile workspaces. The team, comprising 20,000+ people globally, fosters a community built on passion, innovation, and collaboration. As a Technical Support Engineer, you will provide crucial support to customers, diagnosing and resolving technical issues promptly. This role demands a motivated self-starter with strong customer service and problem-solving skills, ready to embrace technical challenges and contribute to a fast-growing team.

Must Have

• Resolve customer issues via telephone, email, or Zoom session
• Reproduce issues in-house and respond promptly
• Regular follow-ups with customers with recommendations, updates, and action plans
• Escalate issues promptly according to standard operating procedures
• Leverage internal technical expertise for effective solutions
• Create new knowledgebase articles for reuse
• Participate in technical communications to share best practices
• Focus on technical specialization and attend training
• Collaborate with engineering and development teams
• Act as primary point of contact for assigned federal accounts
• Handle high-pressure situations and manage customer escalations
• EU citizenship is mandatory for this role
• Legal authorization to work in the EU
• Fluent written and verbal communication skills in English
• Good interpersonal communication and customer service skills
• Strong aptitude for learning new technologies
• Logical approach to problem-solving & Strong Troubleshooting experience
• Willingness to work weekends or holidays for coverage
• Strong Knowledge in Core Networking, Virtualization and Kubernetes
• Knowledge of L3 and L2 Protocols (TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, VLAN Concepts, VLAN Tagging)
• Ability to troubleshoot networking issues at the L2-L7 layer
• Hands-on experience with Kubernetes
• Strong security fundamentals across networking and platform layers

Good to Have

• NSX knowledge
• Firewall knowledge

Business Summary:

VMware by Broadcom is the leader in virtualization and cloud infrastructure solutions that enable our more than 350,000 enterprise and SMB customers to thrive in the Cloud Era/ A pioneer in the use of virtualization and policy-driven automation technologies, VMware by Broadcom simplifies IT complexity across the entire data center to the virtual workplace, empowering customers with solutions in the software-defined data center to hybrid cloud computing and the mobile workspace.

Our team of 20,000+ people working in 50+ locations worldwide is committed to building a community where phenomenal people want to work long-term by living our values of passion, innovation, execution, collaboration, active learning, and giving back. If you are ready to accelerate, innovate, and lead, join us as we challenge constraints and problem tackle for tomorrow today.

Are you ready to join this fast-growing team?

Job Description: Application Networking Security Business Unit

As a technical support engineer, you will be providing support to customers, using VMware by Broadcom products, in isolating, diagnosing, reproducing, and fixing technical issues promptly. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.

Essential Functions:

• Resolve customer’s issues including regulated EU customers via the telephone, email, or Zoom session
• Reproducing issues in-house and responding promptly
• Regular follow-ups with customers with recommendations, updates, and action plans
• Escalate issues promptly according to standard operating procedures
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues
• Create new knowledgebase articles to capture new learning for reuse throughout the organization
• Participate in technical communications with peers to share best practices and learn about new technologies
• Focus on an area of technical specialization and attend technical training,
• Read and work with other technical support engineers on cases that will help cultivate that expertise
• Collaborate with engineering and development teams to resolve complex technical challenges.
• Act as the primary point of contact for assigned federal accounts, ensuring customer satisfaction and fostering long-term relationships
• Ability to handle high-pressure situations and manage customer escalations effectively.

Minimum Requirements:

• EU citizenship is mandatory for this role
• Must have legal authorization to work in the EU and meet eligibility requirements for handling sovereign, public-sector, and regulated EU customer accounts.
• Fluent written and verbal communication skills in English
• Good interpersonal communication and customer service skills are needed to work successfully with customers in high-stress and or ambiguous situations
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• The logical approach to problem-solving & Strong Troubleshooting experience
• Willingness to work weekends or holiday to ensure the coverage, this may change as per business needs
• Strong Knowledge in Core Networking, Virtualization and Kubernetes
• Knowledge of L3 and L2 Protocols (TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, VLAN Concepts, VLAN Tagging)
• Ability to troubleshoot networking issues at the L2-L7 layer.
• NSX, Firewall knowledge would be an added benefit
• Hands-on experience with Kubernetes, along with strong security fundamentals across networking and platform layers, is required

Education/Experience

• Bachelors in computer science/engineering and 8+ years related experience (6+ of those years in enterprise technical support) or Masters in Computer Science/Engineering and 6+ years in enterprise technical support

Broadcom is proud to be an equal-opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, 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.

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.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.