Technical Support Engineer 4

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:Job Description:Business Summary:VMware by Broadcom is the leader in virtualization and cloud infrastructure solutions that enable our more than 350,000 enterprise and SMB customers to thrive in the Cloud Era/ A pioneer in the use of virtualization and policy-driven automation technologies, VMware by Broadcom simplifies IT complexity across the entire data center to the virtual workplace, empowering customers with solutions in the software-defined data center to hybrid cloud computing and the mobile workspace.Our team of 20,000+ people working in 50+ locations worldwide is committed to building a community where phenomenal people want to work long-term by living our values of passion, innovation, execution, collaboration, active learning, and giving back. If you are ready to accelerate, innovate, and lead, join us as we challenge constraints and problem tackle for tomorrow today.Are you ready to join this fast-growing team?Job DescriptionAs a Technical Support Engineer/Escalation Manager:You are self-educating and self-motivated through curiosity, a passion for building, and an unruly desire to do good. Changing environments, varying levels of responsibilities, and challenging objectives allow your true strengths to shine. In moments of chaos, you continually rely on your developed organizational prowess and your strong ability to prioritize and communicate effectively to get you through even the most demanding of situations… You’ve learned that self-promotion is an unsustainable practice, and the truest form of personal success is obtained through people leadership, humility, and generosity of spirit. People manager and Enterprise Escalation experience is a must, to be responsible for the personal and professional development of our employees. Lastly, a customer-centric hero who is flexible to work in shifts.Minimum Requirements:Strong Customer Support ExperienceGood understanding of Escalation Process and ProcedureWhen to escalate Why to escalateAbility to control customer sentiments and internal DEV sentiments.Work closely with Support Engineers / Support Managers and Development Team to prioritize the incoming escalations.Send escalation updates to BU Leaders on escalated cases in regular intervals (interval is relative and dependent on the severity of the issue) during the escalation and post-remediation and closure of the issueExcellent communication skillsStrong hands-on experience using CRM toolsGenerate monthly report on escalations (all ANS Product verticals)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.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.