Official Specifications
Role Overview & Mandate
Executive Summary
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Job Description:
Broadcom Support Engineers are responsible for troubleshooting and resolving technical problems for Broadcom Enterprise Software customers for multiple solutions and underlying technologies using superior expertise in technical skills, guidance, mentorship and leadership.
Technical Experience
- 5+ years experience in using, managing, and/or supporting enterprise monitoring tools
- Knowledge of applications or technologies listed below at an administrator, support, developer level, and/or equivalent:
- Operating Systems: Microsoft Windows Server, Linux/Unix
- Web Server Knowledge: Apache, Apache Tomcat, Microsoft IIS, Sun One, Domino, IHS, or Wildfly
- Application Servers: IBM WebSphere, BEA WebLogic or JBOSS
- Virtualization: Vmware, HyperV, VirtualBox or container technology like Kubernetes or Docker
- Directory Servers: Microsoft Active Directory, CA Directory, Sun One Directory Server, or equivalent LDAP directories
- Databases: Oracle, Microsoft SQL Server, MySQL, or PostgresQL
- Software Development: ability to read and/or write code
- Networking and protocols: TCP/IP, SNMP, SSH, HTTP, DNS, SSL
Key Responsibilities & Skills
- Confident, articulate, and professional written and verbal skills through phone, email, and webex engagements
- Exhibit strong customer facing skills while under pressure with the ability to react, adapt, and respond professionally to complex and emotional situations
- Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors (Use logs, traces, dumps, debuggers, reviewing product code, scripts or other software tools as a precursor to involvement by the Engineering team)
- Collaborates well with resources outside own area of expertise to resolve customer reported problems
- Champion organizational projects, programs and/or business initiatives using demonstrated creativity and ingenuity to improve performance and customer experience
- Demonstrate technical and execution leadership to drive overall team success
- Coaches and mentors other team members
- Provide technical leadership in Broadcom communities and Knowledge-Centered Service methodology and process
- Participate in customer technical events (i.e site visits, user group meetings and webinars)
- Understand the Product Lifecycle and future direction for the supported products or product line
- Actively participate in scrum teams: including documentation and requirements review, feedback on sprint demonstrations, test and validate demo environments, and identifying supportability requirements
- Creation of lab environments to replicate customer issues
- Document test cases for QA and Engineering
- Adhere to case management best practices and look for new ways to improve the quality and integrity of case data/documentation
- Flexibility to work various shifts and provide rotational pager support as required
- Plus: Knowledge of Knowledge Centered Services (KCS Methodology)
Soft skills:
- Advanced customer service skills to include de-escalation or preventing the escalation of situations
- The ability to work under pressure, via the phone or a remote session
- Case management skills to include organization and time management
- The ability to research and find answers throughout various knowledge repositories before relying solely upon others
- Ability to work as a team player, both helping and receiving help from amongst the team(s)
- Attention to detail and thoroughness in what you do
- A drive to better both yourself and those around you through learning and experience
- The ability to multitask, even when under pressure
- The ability to write clear and concise communication (documents, emails, etc) at a business level
- Ability to type quickly and effectively.
Educational Requirements
- Bachelor’s Degree in CS, CIS, or MIS required
- Technical certifications preferred
Travel
- Travel to customer sites may be required. This is a minimal requirement, likely less than 5-10%
On Call Responsibility
- Engineers will be on a global weekend on call rotation with the other members of their product team
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, 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.
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