Senior Technical Support Engineer

**Please Note:****1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)****2. If you already have a Candidate Account, please Sign-In before you apply.**## **Job Description:******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.****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.****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.****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 EMEA region. · Completing various self-paced training programs designed to further enhance your skills.******Requirements:******· 5+ years related experience.****· Bachelor's degree. Relevant years of experience in lieu of degree may be considered.****You will also collaborate with teams from across the globe. Managers will provide guidance and coaching to help you achieve your maximum potential. 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.****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.**
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