Application Networking Security Business Unit
As a technical support engineer, you will be providing support to customers using VMware by Broadcom products. You will isolate, diagnose, reproduce, and fix technical issues promptly. To be successful, you must be a motivated self‑starter, possess strong customer service and technical problem‑solving skills, and embrace challenges.
Essential Functions
Resolve customer’s issues—including regulated EU customers—via telephone, email, or Zoom session
Reproduce issues in‑house and respond promptly
Regular follow‑ups with customers, providing recommendations, updates, and action plans
Escalate issues promptly according to standard operating procedures
Leverage internal technical expertise (peers, mentors, knowledge base, community forums, and other internal tools) to provide the most effective solutions
Create new knowledge‑base articles to capture new learning for reuse throughout the organization
Participate in technical communications with peers to share best practices and learn about new technologies
Focus on an area of technical specialization and attend technical training
Read and work with other technical support engineers on cases that foster expertise
Collaborate with engineering and development teams to resolve complex technical challenges
Act as the primary point of contact for assigned federal accounts, ensuring customer satisfaction and fostering long‑term relationships
Handle high‑pressure situations and manage customer escalations effectively
Minimum Requirements
EU citizenship is mandatory for this role
Legal authorization to work in the EU and eligibility for handling sovereign, public‑sector, and regulated EU customer accounts
Fluent written and verbal communication skills in English
Good interpersonal communication and customer service skills for high‑stress or ambiguous situations
Strong aptitude for learning new technologies and using them in a customer‑facing environment
Logical approach to problem‑solving and strong troubleshooting experience
Willingness to work weekends or holidays for coverage, per business needs
Strong knowledge in core networking and virtualization
Knowledge of L3 and L2 protocols (TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, VLAN concepts, VLAN tagging)
Ability to troubleshoot networking issues at the L2‑L7 layer
NSX and firewall knowledge
Hands‑on experience with Kubernetes and strong security fundamentals across networking and platform layers
Education and Experience
Bachelor’s degree in Computer Science/Engineering and 6+ years of related experience (including 3+ years in enterprise technical support) or a Master’s degree in Computer Science/Engineering and 6+ years in enterprise technical support.
Broadcom is an equal‑opportunity employer. We consider qualified applicants regardless of 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 also consider qualified applicants with arrest and conviction records consistent with local law.
Job ID: R026021
#J-18808-Ljbffr