VMC on AWS - Customer Response Engineering

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• The Elevator Pitch: Why will you enjoy this new opportunity?
  Are you passionate about using your extensive technical expertise while learning new technology and solving complex problems for key customers? Broadcom has a role for you!
  In this role, you will be joining Broadcom’s VMC on AWS team supporting the VMC on AWS product suite.  You will be in the forefront of Broadcom’s goal of providing best in class cloud operations on the VMware Cloud Foundation.
  Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
  As a Customer Response Engineer in the VMC on AWS team, you will be a force multiplier for our Technical Support Team, including TSE 1, 2 and 3 engineers on technical troubleshooting, best practices, knowledge creation and escalations.  You will be constantly expanding your skill set and as you learn Broadcom’s virtualization technologies and help our customers troubleshoot, understand, and overcome challenges in their cloud operations.  You will also play a pivotal role in improving the product based on feedback from customers, field, and technical support teams working closely with our Site Reliability and Engineering teams.
   

  • First steps in this role will be to upskill on Global Support processes and the VMC on AWS products, to understand how the technology works, and how both our customers and peers use it.

  • Once achieved, you will support our frontline engineers, SRE team, management and global operations, while facilitating escalations for highly complex and sensitive situations.

  • As a staff 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 Customer Response Engineer in the VMC on AWS team, you will be responsible for resolving customer technical issues, supporting the team and the support operation. Key strengths for this role would be self-motivated, keen to learn, strong customer service and excellent 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 SRE issues, supporting the management team in overall development of the team.

  • Have strong network troubleshooting skills in complex distributed environments including Firewalls and Network Security Products.

  • Have working knowledge in a cloud ecosystem like AWS, Azure, or GCP.

  • Have working knowledge of the VCF stack with a focus on ESXi, vCenter, vSAN, and NSX.

  • Always be looking to strengthen your technical skills in the areas of networking, storage, Operating Systems Knowledge (Windows, Linux, UNIX), virtualization, and cloud computing.

  • 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 Customer Response Engineer, you will support the team, the operation, and the field with customer escalations.

  • Generate detailed root cause analysis documentation to provide to both customers and engineering with a focus on future issue prevention.

  • Partner with SRE, 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 and your peers 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.
     

• Experience Required: Bachelors and 8+ years of related experience; Masters degree and 6+ years of related experience, PhD and 3+ years of related experience
   

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.

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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