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 OverviewThis position is responsible for providing the highest level of omni-channel support and comprehensivetechnical guidance within the Global Support Organization across multiple, integrated product solutionsets including proactively enabling customer self-service. This position requires the ability to workcomplex and diverse issues, creativity and excellent technical leadership skills. Engineers are expectedto deliver a superior customer experience by role modeling our core principles of empathy, expertise,value, and speed.Key Responsibilities▪ Promote Broadcom’s mission, customer promise and strategy; acts as a leader of change.Propose, lead and participate in multiple/strategic projects to improve thebusiness/products/CX.▪ Willingly accepts and adapts to change in product(s) being supported, infrastructure/ technologyand such. Lead others in adopting to product(s)/technology change. May act as a DesignatedSupport Engineer for certain products/ customers.▪ Look for ways to improve CX such as usability enhancements to technology and processes withinGlobal Customer Success.▪ Continually expands knowledge of Broadcom Support best practices, procedures and systems.▪ Be an active participant in all new local and global project initiatives and lead/coach/influenceengineers in those projects.▪ Provide technology improvements/ tools for Support as part of VOE initiatives or other projectsto advance new ideas and suggestions.▪ Provide coaching and mentoring to all team-members to assist with progressing the mostcomplex issues including troubleshooting and recreating these issues. Work with BIA's, SupportDelivery Manager, Product Management and Engineering to proactively identify team trainingneeds. Develop and deliver training content including engineer onboarding training.▪ Prioritize and balance workload across channels, making good use of time to achieveorganizational and personal goals. Assist/mentor others to prioritize and balance their workloadand meet departmental goals by sharing their expertise.▪ Act as subject matter expert for multiple products and technologies by expanding expertiseacross multiple product sets and industry trends. Develop and deliver training on industry trendsfor the global support community.▪ Provide technical leadership in Broadcom communities to promote self-service and to promotecustomer-to-customer collaboration. Review information and answer questions on productCommunities. Establish community forums and blogs. Proactively contact power users andencourage them to answer community questions.▪ Share knowledge with other engineers and customers by following KCS methodology andprocess. Drive customer self-service success using KCS methodology by reusing, creating,reviewing, updating, publishing and retiring knowledge. Lead and improve KCS success acrossthe Global Support Organization.▪ Participate in user group meetings and customer webinars to provide or assist with customereducation and training.▪ Act as a role model and lead KM success across GCS.▪ Leverage experience and research existing knowledge resources to evaluate customer'senvironment and historical use of Broadcom products to proactively prepare for customerengagements, assess business impact and instill immediate customer confidence. Shareenvironmental and product information regarding top volume driving and pipeline customerswith team.▪ Leverage and expand relationships with key internal stakeholders (e.g., SaaS Ops, SustainingEngineering, and senior-level management) to strengthen strategic partnerships to helpcustomers achieve their business outcomes. Mentor colleagues to help them build relationshipswith key stakeholders.▪ Use problem solving skills and product knowledge to proactively prevent future customer'sissues. Proactively share information/expertise regarding recent hotfixes and knowledgedocuments with the customer. Influence Product Management regarding product enhancementsto improve the customer experience.▪ Research and investigate complex issues for Broadcom product defects for associatedproduct(s). Use traces, dumps, debuggers, reviewing product code, scripts or other softwaretools as a precursor to involvement by the Sustaining Engineering team. Create code fixes whenaccess to source code is available. Review product design documents.▪ Proactively lead and coordinate aged/escalated/complex issues to customer'ssatisfaction. Provide structured follow-up coaching for all team-members.▪ Partner with internal and external key stakeholders to identify customer's business impact andinfluence the prioritization of defects/issues to create fixes, product and documentationenhancements to improve the customer experience.▪ Communicate the Product Lifecycle and future direction for the supported products or productline. Actively participate in scrum team reviews which include documentation and supportabilityrequirements, provides feedback in end of scrum demos and shares new product features andintegrated product solution sets with the team.▪ Create and assist others in creating lab environments to replicate customer issues. Create, testand implement diagnostic tools for the global support community to improve productsupportability and reduce time to resolution.▪ Improve product quality by identifying and documenting predominant customer issues whichrequire assessment by the Business Insight Analysts.▪ Adhere to case hygiene best practices and look for new ways to improve the quality and integrityof case data/documentation.▪ Proactively contact customers to discuss product adoption and leverage cross-functional teamsand proactive support playbooks to increase customer product adoption levels.▪ Cultivate a growth mindset. Continual focus on professional career development opportunitiesincluding product and industry certifications.Typical Role DefinitionSr Professional Staff. Possesses and applies a comprehensive knowledge of a particular field ofspecialization to complete complex assignments. Technical skills may cross fields. Works on complexand diverse issues where analysis of situations or data requires an in-depth evaluation of variablefactors. Assignments are broad in nature and need ingenuity and originality to solve. Requires dailydecision making capabilities and actions that are not reviewed by supervisor. Operates with substantiallatitude for unreviewed action or decision. May be responsible for a project team with a defined scopeof responsibility and set of deliverables. Has influence over team members; encourages focus oningenuity and results. Reviews progress and evaluates results. Plans and assigns personnel for a givenproject or task, and recommends changes in procedures. Often plays a role in high--level projects thathave an impact on the company’s future direction. May be required to be on-call rotation afterhours andweekends.Job-Specific Authority and Scope▪ Generally works without consulting their manager.▪ Independent decisions are made daily.▪ Examples of typical decisions without manager consultation:▪ Develop and deliver training classes or webcasts.▪ Recommend changes to product design.▪ Recommend solutions to Sustaining Engineering.▪ Typically has no direct reports.▪ Typically has no total staff.▪ Typically has a global geographic focus.▪ Typically does not manage a budget.Business Travel and Physical DemandsBusiness travel of approximately 10 or less percent yearly is expected for this position.Physical demands:▪ Office environment. No special physical demands required.Preferred EducationBachelor's Degree or global equivalent in Computer Science or related field.Work ExperienceTypically has strong trouble-shooting and customer service skills with 10 or more years of technicalsupport experience; or technical expertise in operating systems and/or database with five or more yearsas a programmer, with at least two years experience as a Principal Support Engineer.Skills & Competencies▪ Strong and proven customer service skills.▪ Strong communication skills; written, verbal and social media.▪ Strong and proven technical leadership skills.▪ Extensive analytical, troubleshooting and presentation skills.▪ Strong teamwork skills for inter-group cooperation.▪ Ability to handle high -pressure customer situations and bring these situations to a successfulresolution for the customer.▪ Ability to interface with customer onsite at a technical level.▪ Extensive knowledge of Broadcom products and technologies.▪ Ability to mentor and train other Technical Support Reps.▪ Ability to read dumps and proficient in coding languages.Certifications▪ Appropriate certifications such as 300 level (or equivalent) knowledge of a CA product required.▪ Product line relevant or relevant 3rd party certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.)strongly preferred.▪ Programming language certification such as Sun SCJP, Microsoft MCSD, IBM Certified ApplicationDeveloper are preferred. #Broadcomsoftware 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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