Technical Support Engineer

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VMware Cloud Foundation (VCF) Division Overview

The VMware Cloud Foundation Division enables organizations around the world to run their business critical and modern applications in a secure, resilient, and cost-efficient manner. 
 

With our flagship product VMware vSphere, and our industry-leading technologies including vSAN, NSX and Aria, Broadcom customers receive the scale and agility of a public cloud with the security and performance of a private cloud. Modern infrastructures, accelerated application innovation, and predictable TCO savings and investment returns are just a few of the benefits from having a private cloud infrastructure powered by VMware Cloud Foundation.
 

Together, our bold group of technology professionals with diverse backgrounds – spanning engineering, products, marketing, partners, professional services, and global support services – is focusing on what can be for the largest enterprises, governments, financial services, healthcare, manufacturing and educational institutions of the world.
 

The Elevator Pitch: Why will you enjoy this new opportunity?
NSX Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping Broadcom customers and committed to solving their most complicated issues in a timely fashion. As a Senior Technical Support Engineer, you are the trusted ally of our global customers and the expert they turn to for troubleshooting, diagnosis, and resolution. Our Technical Support Engineers are the “face” of Broadcom to IT professionals world-wide.

When you join Broadcom as a NSX Senior Technical Support Engineer, you will learn and support our latest technology, provides mentoring to new engineers, receive mentoring from Tech Leads and become eligible for performance bonuses. NSX TSE’s who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.

Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing?
As a first-year NSX Senior TSE you will undergo a substantial skills development training program focused on learning our NSX product, tools & processes. NSX is the network virtualization and security platform that enables Broadcom's cloud networking solution with a software-defined approach to networking that extends across data centers, clouds, and application frameworks.
After an 8-week onboarding program that includes technical and soft-skills training, you will shadow and collaborate with fellow Senior TSEs to learn the skills and habits necessary to deliver unparalleled customer experiences. Within 12 weeks, you will begin engaging directly with Broadcom global customers and partnering with them to resolve critical issues.

To be successful in this role, you must be a motivated self-starter and resourceful learner, have previous experience working as a network administrator or in a networking support role, possess strong customer interaction and problem-solving skills, has proven expert knowledge and experience with one or multiple networking areas, and is able to prioritize multiple requests and work assignments. Are you eager to learn about our latest technologies, work with the best team of support engineers and gain the network virtualization knowledge required to help Broadcom’s customers? Do you possess expert level knowledge and experience with switching and routing protocols, network topologies, Linux OS, firewalls or other security products, load balancers, containers, or any other networking specialty? If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with Broadcom.

What type of work will you be doing? What assignments, requirements or skills will you be performing on a regular basis?
Our Technical Support Engineers are trusted advisors and experts that Broadcom customers seek out when they have a question or issue. The responsibilities for this role include:

• Engaging with global customers via email, and/or virtual collaboration sessions.
• Troubleshooting with global customers and/or reproducing issues in a lab environment.
• Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.
• Partnering with internal stakeholders like engineering, field teams and other technical experts to drive resolution to critical situations
• Collaborating with experienced Senior engineers to troubleshoot complex environments, review logs and communicate detailed action plans.
• Researching issues via our internal knowledge base.
• Creating and updating knowledge base articles.
• Creating training material and coaching/mentoring new team members.
• Maintaining a positive customer experience in every interaction.
• Driving global escalations toward resolution and generating Root Cause Analysis reports
• Dealing with customers in English within the NASA region.
• Completing various self-paced training programs designed to further enhance your skills.

Requirements:

• Education / Work Experience should be one of the following

• Bachelors and 8+ years of related experience; at this level post-graduate coursework may be desirable
• Masters degree and 6+ years of related experience
• PhD and 3+ years of related experience   

What is the leadership for this role? What is the structure and culture of the team like?
Managers will provide guidance and coaching to help you achieve your maximum potential. You will also collaborate with teams from across the globe. We value fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways of delivering support. Our culture is one of possibility. Everyone is empowered to develop new ways to achieve success.

Note about Working Hours

• This position will cover the PST shift (9am - 6pm Pacific Time, 10am - 7pm Mountain Time)
• Occasional weekend and holiday coverage is required.

Additional Job Description:

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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