Senior Technical Support Engineer

1 week ago

Dublin, Ireland Broadcom Full time

Overview 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, provide mentoring to new engineers, receive mentoring from Tech Leads and become eligible for performance bonuses. NSX TSEs who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.
Responsibilities Engaging with global customers via email, and/or virtual collaboration sessions.
Troubleshooting with global customers and/or reproducing issues in a lab environment.
Documenting interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose and 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 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 skills.
Qualifications/Requirements 5+ years related experience.
Bachelor's degree. Relevant years of experience in lieu of degree may be considered.
What to expect in the team You will collaborate with teams from across the globe. Managers will provide guidance and coaching to help you achieve your potential. The culture values fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways of delivering support.
Additional Information Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: Semiconductor Manufacturing

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