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:Broadcom Support Engineers are responsible for troubleshooting and resolving technical problems for Broadcom Enterprise Software customers for multiple solutions and underlying technologies using superior expertise in technical skills, guidance, mentorship and leadership.Technical Experience5+ years experience in using, managing, and/or supporting enterprise monitoring toolsKnowledge of applications or technologies listed below at an administrator, support, developer level, and/or equivalent: Operating Systems: Microsoft Windows Server, Linux/UnixWeb Server Knowledge: Apache, Apache Tomcat, Microsoft IIS, Sun One, Domino, IHS, or WildflyApplication Servers: IBM WebSphere, BEA WebLogic or JBOSS Virtualization: Vmware, HyperV, VirtualBox or container technology like Kubernetes or DockerDirectory Servers: Microsoft Active Directory, CA Directory, Sun One Directory Server, or equivalent LDAP directories Databases: Oracle, Microsoft SQL Server, MySQL, or PostgresQLSoftware Development: ability to read and/or write codeNetworking and protocols: TCP/IP, SNMP, SSH, HTTP, DNS, SSL Key Responsibilities & SkillsConfident, articulate, and professional written and verbal skills through phone, email, and webex engagementsExhibit strong customer facing skills while under pressure with the ability to react, adapt, and respond professionally to complex and emotional situationsWorks on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors (Use logs, traces, dumps, debuggers, reviewing product code, scripts or other software tools as a precursor to involvement by the Engineering team)Collaborates well with resources outside own area of expertise to resolve customer reported problemsChampion organizational projects, programs and/or business initiatives using demonstrated creativity and ingenuity to improve performance and customer experienceDemonstrate technical and execution leadership to drive overall team successCoaches and mentors other team membersProvide technical leadership in Broadcom communities and Knowledge-Centered Service methodology and processParticipate in customer technical events (i.e site visits, user group meetings and webinars)Understand the Product Lifecycle and future direction for the supported products or product lineActively participate in scrum teams: including documentation and requirements review, feedback on sprint demonstrations, test and validate demo environments, and identifying supportability requirementsCreation of lab environments to replicate customer issuesDocument test cases for QA and EngineeringAdhere to case management best practices and look for new ways to improve the quality and integrity of case data/documentationFlexibility to work various shifts and provide rotational pager support as requiredPlus: Knowledge of Knowledge Centered Services (KCS Methodology)Soft skills:Advanced customer service skills to include de-escalation or preventing the escalation of situationsThe ability to work under pressure, via the phone or a remote sessionCase management skills to include organization and time managementThe ability to research and find answers throughout various knowledge repositories before relying solely upon othersAbility to work as a team player, both helping and receiving help from amongst the team(s)Attention to detail and thoroughness in what you doA drive to better both yourself and those around you through learning and experienceThe ability to multitask, even when under pressureThe ability to write clear and concise communication (documents, emails, etc) at a business level Ability to type quickly and effectively.Educational RequirementsBachelor’s Degree in CS, CIS, or MIS requiredTechnical certifications preferred TravelTravel to customer sites may be required. This is a minimal requirement, likely less than 5-10%On Call ResponsibilityEngineers will be on a global weekend on call rotation with the other members of their product teamBroadcom 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.
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