Technical Support Engineer

November 7

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Broadcom

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Bluetooth® Solutions • Cable Modems • Knowledge-based Processors • Satellite & IPTV STBs • xDSL

10,000+ employees

Founded 1961

🔧 Hardware

📡 Telecommunications

☁️ SaaS

💰 Post-IPO Equity on 2017-10

Description

• As a Technical Support Engineer in the VCF Division, 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. • 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. • Provide formal root cause analysis on critical customer situations. • Weekly/Monthly calls with the client. • Proactive Service and Relationship Development. • 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.

Requirements

• Have 5+ years of Industry working experience • Bachelors degree preferred or equivalent years of experience in lieu of a degree may be considered. • Hold excellent communication skills and account management/customer engagement experience. • Be fluent in spoken and written English language • Work independently to resolve customer, TSE, and team issues, supporting the management team in overall development of the team. • Have good experience with VMware products and strong understanding of cloud and virtualization technologies. • Familiarity of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC • Demonstrating experience with administering and querying/troubleshooting multiple database types e.g. MS SQL, Oracle, Postgres, MariaDB etc • Hands-on and working with key technology solution/language/tools e.g. Azure, AWS, GCP, KVM, Chef, Puppet, Python, CMS, DynamicOps, API, etc. • Basic understanding of Linux-oriented environments and the associated programming languages for configuring Linux systems and workloads. • Certifications in Linux, Linux-enabled solutions, or other technologies for managing on premise or hosted hardware and software solutions. • Experience in configuring and managing the Salt platform. • Python development and being a fluent user of GitHub will add to the success. • 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.