Technical Support Engineer

3 weeks ago

Cork, Cork, Ireland Broadcom Inc. Full time

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Job Description

The Elevator Pitch: Why will you enjoy this new opportunity?

Are you passionate about learning new technology and solving complex problems for key customers? Broadcom has a Technical Support role for you. You will be working on the latest and top-of-the-line technology suite, becoming an industry expert.

In this role, you will join Broadcom's VCF team supporting the VCF product suite. You will be at the forefront of the work-from-anywhere transformation, helping customers shift their workforce to remote and hybrid models, especially as this trend has accelerated due to the pandemic.

Success in the Role

As a Senior Technical Support Engineer in the VCF team, you will learn and expand your knowledge of Broadcom's virtualization technologies, assisting customers in troubleshooting and overcoming operational challenges. You will support the Technical Support Team, including TSE 1, 2, and other level 3 engineers, on best practices, knowledge creation, and escalations.

Your initial focus will be to upskill on global support processes and products, understanding the technology and customer usage. Once proficient, you will support global customer issues, assist the team, and contribute to global operations. As a senior engineer, you will influence R&D, engineering, and product development, advocating for customer use cases and supporting field teams during customer engagements and escalations. Throughout your career at Broadcom, you will have opportunities for training, research, and skill development.

The Work

As a Senior Technical Support Engineer, your responsibilities include resolving customer technical issues, supporting the team and support operations. Key qualities for success include motivation, eagerness to learn, strong customer service, and technical problem-solving skills. You should embrace challenges and enjoy supporting colleagues.

To succeed, you will:

  • Work independently to resolve issues for customers, TSEs, and the team, supporting overall team development.
  • Enhance your technical skills in networking, storage, TCP/IP, Operating Systems (Windows, Linux, UNIX), virtualization, and cloud computing.
  • Communicate effectively, applying technical expertise, logic, and managing time, queues, and customer expectations.
  • Troubleshoot, research, and resolve issues using labs, logs, knowledge bases, and collaboration tools.
  • Support the team, operations, and field with escalated customer issues.
  • Partner with engineering and field teams to resolve issues and improve customer experience.
  • Create and update knowledge articles based on resolved issues.

Work in a trust-based environment that promotes ongoing development and coaching, supported by a team of skilled engineers and committed leadership.

Broadcom is proud to be an equal opportunity employer. We consider qualified applicants regardless of race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability, medical condition, pregnancy, veteran status, or other protected characteristics.

If you are outside the USA, please provide a home address for future correspondence.

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