Technical Support Engineer

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:The Technical Support Engineer in Broadcom is a highly skilled and experienced customer focused technical professional that achieves excellent customer satisfaction and drives product adoption through fulfilling a varying range of roles, based on the company’s business needs and each individual’s strengths, abilities and preferences.This job opening is dedicated for supporting products within the Symantec Email Security portfolio – https://www.broadcom.com/products/cyber-security/network/messaging-security. This role is office based in our newly opened office in Poland, within the Adgar Plaza One office building in the Mokotów district of Warsaw.If you are looking for making an impact, this role offers the opportunity of bringing huge value to some of the world’s greatest organizations. You will be working with some of world’s best cyber security technologies and teaming up with top professionals to deliver outcomes that make a difference.The main roles of the job are providing Technical Support (reactive technical support, working with various customers) and Designated Support (account and relationship management, reactive and proactive technical support provided to specific customer accounts).Other activities include working with the product engineering teams, contributing to the support knowledge base, mentoring colleagues, building and delivering trainings, partnering with global peers from within and outside the direct product portfolio to support complex customer implementations, participating in projects and collaborating with the sales and account teams.On a regular day you will manage your backlog of cases, handle new cases raised by customers, assist on case escalations, schedule and attend calls with your designated accounts and other customers to progress cases, make use of lab resources to replicate and troubleshoot customer issues. You will collaborate closely with your colleagues and management team, partnering to meet or exceed the team’s performance goals. You will be expected to occasionally cover, in an on-call model, weekends and public holidays. Adaptability and flexibility are key in keeping up with the ever changing business needs and evolving industry.Key BenefitsMotivating yearly bonus plan correlated with individual and company successMotivating yearly company stocks allowance plan (not applicable in some countries)Private medical insurance with a premium health services providerLunch cardDefault sponsored certifications (others may be sponsored on request):CompTIA Security+CompTIA CySA+Symantec Certified Specialist (various products)Expectations and ResponsibilitiesFulfil the role of trusted advisor to the company’s customersTroubleshoot a wide array of technical issues within complex customer environments, apply broad concepts and theories to achieve innovative and effective solutions to complex problemsProvide a leadership role for the work group through knowledge in your area of specialization, determine work priorities based on general direction from managersDetermine methods and procedures on new assignments; determine your own priorities, both tactical and strategic; consult with management on long-range goalsOwn your work and the complete customer experience, drive successful outcomesDemonstrate accountability and sense of urgency based on customer needsFrequent, empathetic and qualitative communication with all stakeholders (internal and external)Drive to achieve the timely resolution of casesContribute to customer retention, renewal and adoptionEffectively fulfil the associated tasks and attributions of your assigned role/sFollow case management best practices and effectively apply processesResponsiveness and availability during working hoursParticipation in ensuring regional weekend and holiday coverageCollaborate with regional and global peers, share knowledge, be a team playerParticipate in regional and global projectsExhibit awareness, initiative, consistency and proactivityContinually develop your product skill and knowledgeConstantly seek to improve and refine your customer service skillsContribute to the creation and sharing of knowledge (KCS)Experience and QualificationsBachelors and 8+ years of related experience; at this level post-graduate coursework may be desirable or master’s degree and 6+ years of related experience or PhD and 3+ years of related experienceKnowledge and experience in technical support and customer relationship managementStrong experience and familiarity of Internet Mail systems and Security, including demonstratable knowledge of email messaging platforms and interactions.Prior experience working with enterprise-grade email security gateways, such as Symantec Messaging Gateway are a plusWorking knowledge of email protocols, DNS, networking, and cloud infrastructure such as GCP and AWSDemonstratable knowledge of DMARC, DKIM, SPF, SMTP, sMIME and TLS.Strong hands-on experience across the following technologies: Active Directory, Domain Name System, DHCP, TCP/IP, Routing, Network Topologies, Windows OS (Client & Server), VirtualizationStrong hands-on experience across the following technologies: Ethernet, TCP/IP stack, NAT, HTTP, FTP, SSH, Firewalls, QoS, Domain Name System, Network Topologies, PKI, TLS/SSLExperience of the following troubleshooting tools: Wireshark, tcpdump, browser developer toolsCyber Security fundamentals knowledge. Recognized Cyber Security certifications are a plus: Security+, CySA+, CASP+, SSCP, CCSP, CISSP, CCNA, CCNP, etc.Working knowledge in any of the following technologies is a plus: Firewall, Proxy, Intrusion Detection/ Intrusion Prevention, PKI, Wireshark, Netmon, Memory Dump Analysis, Process Monitor/Process Explorer, Linux OS, Mac OS, SQL, Cloud and Hybrid environments, IIS, ApacheBroadcom 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.