Technical Support Engineer

Job Description:

Technical Support Engineer

If you're looking to energize your career, now is a great time to join Broadcom. As a leading provider of data center storage area networking solutions and products, Broadcom helps organizations around the globe achieve their most critical business objectives.

Today, Broadcom is extending its proven data center expertise across the entire network with future-proofed solutions built for consolidation, virtualization, and cloud computing.

Role Summary

The Technical Support Engineer functions as a member of the Global Technical Support organization to provide technical support via phone, email and web for Broadcom OEMs and customers. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues: storage area network (SAN).

Main Duties

1. The Technical Support Engineer is a direct resource to answer client technical inquiries (phone, email and web), and must have the ability to effectively communicate to both clients and internal personnel while working under pressure.
2. Understand, troubleshoot, diagnose and resolve OEM and customer issues.
3. Define and manage problem resolution plans and communicate closure/resolution to OEMs and customers.
4. Document client calls in the service request database; provide troubleshooting skills; lab replication and research for more difficult problems; ensure client expectations are properly managed, and that technical issues and needs are resolved to the client's satisfaction in a timely manner.
5. Effectively manage many different tasks simultaneously.
6. Document sequence of events related to resolving OEM and customer technical issues. Analyze data traces from protocol analyzers.
7. Assist in improving and creating processes and procedures to improve quality and productivity in the Support Team.
8. Work as part of the Global Team, seamlessly providing support to OEMs and customers regardless of location/time zone.
9. The Technical Support Engineer will be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.

Shift Schedule

Tuesday – Saturday 3 pm – 12 am Pacific | In Office Only No Remote Work Option

Desired Skills and Experience:

1. BS or MS degree in Electrical Engineering/Computer Engineering or equivalent work experience.
2. Minimum of 5 years’ experience in a Technical Support Environment.
3. Working knowledge of networking technologies and protocols, storage area network (SAN).
4. Understanding of SNMP monitoring and management.
5. Excellent knowledge of Windows and Linux/UNIX servers.
6. Scripting knowledge is desired.
7. Ability to rapidly adopt new technologies.
8. Excellent customer communication, problem solving, planning and organization skills.
9. Excellent troubleshooting skills.
10. Strong verbal and written communication skill.
11. Works cooperatively with others as a teammate to achieve results, build morale, and celebrate the successes of others.
12. Additional European Language (Spoken business level).

Physical Requirements:

1. Frequent use of mouse and keyboard.
2. Frequent phone usage.
3. Occasional lifting.

Broadcom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.

Compensation And Benefits

The annual base salary range for this position is $91,200 - $152,000. This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.

Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.