Technical Support Engineer - L2

Job Description

The Elevator Pitch: Why will you enjoy this new opportunity?
Are you passionate about learning new technology and solving complex problems for key customers? Broadcom has a Technical Support role for you. You will be working on the latest and top of the line technology suite, becoming an expert in the industry.  

In this role, you will be joining Broadcom’s VCF team supporting the VCF product suite.  You will be in the forefront of the work from anywhere transformation helping our customers shift their
workforce to remote and hybrid, which has only been accelerated by the worldwide pandemic.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

As a Senior Technical Support Engineer in the VCF team, you will be learning and expanding your Broadcom’s virtualization technologies and help our customers troubleshoot, understand, and
overcome challenges in their operation. You will also support the Technical Support Team, including TSE 1, 2 and other level 3 engineers on best practice, knowledge creation and escalations.

• First steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, and how our customers use it.
• Once achieved, you will support global customers issues and as an experienced engineer, support the team and the global operation.
• As a senior engineer you will have input into R&D, engineering, and product development, advocating for how our customers are using the Broadcom Suite and supporting our field teams on customer engagements and escalations.
• Throughout this time, and your career at Broadcom, you will be able to develop through training, learning tools, research time and training days.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

As a Senior Technical Support Engineer in the VCF team, you will be responsible for resolving customer technical issues, supporting the team and the support operation. Key strengths for this
role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges and enjoys supporting colleagues. 
 

To be successful in this role, you will:

• Work independently to resolve customer, TSE, and team issues, supporting the management team in overall development of the team.
• Strengthen your technical skills in the areas of networking, storage, TCP/IP, Operating Systems Knowledge (Windows, Linux, UNIX) and, virtualization and cloud computing.
• Drive communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management within the team. 
• Resolve complex queries while providing world class support to our customers.  Including supporting TSEs with their challenges.
• Troubleshoot, research and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role. 
• As a Senior Technical Support Engineer, you will support the team, the operation, and the field with customer escalations.
• Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.  
• Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved.

Work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.