Brocade Technical Support Engineer

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Job Description Technical Support Engineer

Shift Schedule:  Tuesday – Saturday 7am – 4pm Mountain | In Broomfield, CO Office Only No Remote Work Option

If you're looking to energize your career, now is a great time to join Broadcom. As a leading provider of data center storage area networking solutions and products, Broadcom helps organizations around the globe achieve their most critical business objectives.

Today, Broadcom is extending its proven data center expertise across the entire network with future-proofed solutions built for consolidation, virtualization, and cloud computing.

Role Summary

The Technical Support Engineer functions as a member of the Global Technical Support organization to provide technical support via phone, email and web for Broadcom / Brocade OEMs and customers. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues.

Main Duties

The Technical Support Engineer is a direct resource to answer client technical inquiries (phone, email and web) and must have the ability to effectively communicate to both clients and internal personnel while working under pressure.

Understand, troubleshoot, diagnose and resolve OEM and customer issues.

Define and manage problem resolution plans and communicate closure / resolution to OEMs and customers.

Documents client calls in the service request database; provide troubleshooting skills; lab replication and research for more difficult problems; ensure client expectations are properly managed, and that technical issues and needs are resolved to the client's satisfaction in a timely manner.

Effectively manage many different tasks simultaneously.

Document sequence of events related to resolving OEM and customer technical issues. Analyze data traces from protocol analyzers.

Assist in improving and creating processes and procedures to improve quality and productivity in the Support Team

Work as part of the Global Team, seamlessly providing support to OEMs and customers regardless of location / time zone.

The Technical Support Engineer will be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.

Desired Skills and Experience:

BS or MS degree in Electrical Engineering/Computer Engineering or equivalent work experience

Minimum of 5 years’ experience in a Technical Support Environment

Working knowledge of networking technologies and protocols, storage area network (SAN)

Understanding of SNMP monitoring and management

Excellent knowledge of Windows and Linux/UNIX servers

Scripting knowledge is desired

Ability to rapidly adopt new technologies

Excellent customer communication, problem solving, planning and organization skills

Excellent troubleshooting skills

Strong verbal and written communication skill

Works cooperatively with others as a teammate to achieve results, build morale, and celebrate the successes of others

Additional European Language (Spoken business level.)

Physical requirements:

Frequent use of mouse and keyboard

Frequent phone usage

Occasional lifting

Compensation and Benefits

As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth. All subject to relevant plan documents and 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.

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