Senior Technical Support Engineer – VMware Cloud Foundation (NSX)
VMware Cloud Foundation (VCF) Division enables organizations worldwide to run critical and modern applications secure, resilient, and cost‑efficiently. Leveraging vSphere, vSAN, NSX, and Aria, Broadcom delivers the scale and agility of a public cloud with the security and performance of a private cloud.
Elevator Pitch
NSX Technical Support Engineers (TSEs) are the life‑blood of Global Support. As a Senior TSE you are the trusted ally of our global customers, diagnosing, troubleshooting, and resolving complex issues. You mentor junior engineers, receive guidance from Tech Leads, and have the opportunity to earn performance bonuses.
Success in the Role
During the first six months you will complete an intensive eight‑week onboarding program, then 12 additional weeks of hands‑on support with senior TSEs. By the end of the program you will:
Fully understand the NSX product suite and support processes
Engage customers directly and resolve critical issues
Collaborate with engineering, field teams, and other stakeholders to drive resolution
Document interactions, create knowledge base articles, and mentor new team members
Responsibilities
Engage with global customers via email and virtual collaboration sessions.
Troubleshoot and reproduce customer issues in a lab environment.
Document interactions with customers and internal stakeholders, detailing scope and resolution steps.
Partner with engineering, field teams, and technical experts to resolve critical situations.
Review logs, communicate detailed action plans, and provide expert guidance on complex environments.
Research issues through internal knowledge bases.
Create and update knowledge base articles.
Develop training material and coach / mentor new team members.
Maintain a positive customer experience in every interaction.
Drive global escalations toward resolution and generate Root Cause Analysis reports.
Communicate with customers in English (EMEA region).
Complete self‑paced training programs to further enhance your skills.
Requirements
5+ years of related experience.
Bachelor’s degree (equivalent experience may be considered).
Strong customer interaction and problem‑solving skills.
Expert knowledge of networking areas (switching, routing protocols, network topologies, Linux OS, firewalls, load balancers, containers, etc.).
Ability to prioritize multiple requests and work assignments.
Motivated self‑starter and resourceful learner.
Leadership & Culture
You will collaborate with teams across the globe, receiving guidance and coaching from managers. The culture values fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways to deliver support.
Equal Opportunity Employer
Broadcom is proud to be an equal opportunity employer. We 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.
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