Senior Technical Support Engineer

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The VMware Cloud Foundation (VCF) division enables organizations worldwide to run their business critical and modern applications in a secure, resilient, and cost-efficient manner.
With our flagship product VMware vSphere, and our industry-leading technologies including vSAN, NSX, and Aria, Broadcom customers receive the scale and agility of a public cloud with the security and performance of a private cloud. Modern infrastructures, accelerated application innovation, and predictable TCO savings and investment returns are just a few benefits of having a private cloud infrastructure powered by VMware Cloud Foundation.
Together, our bold group of technology professionals with diverse backgrounds, spanning engineering, products, marketing, partners, professional services, and global support services, focuses on what can be best for the largest enterprises, governments, financial services, healthcare, manufacturing, and educational institutions of the world.
The Elevator Pitch: Why will you enjoy this new opportunity
NSX Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping Broadcom customers and committed to solving their most complicated issues in a timely fashion. As a Senior Technical Support Engineer, you are the trusted ally of our global customers and the expert they turn to for troubleshooting, diagnosis, and resolution. Our Technical Support Engineers are the face of Broadcom to IT professionals world-wide.
When you join Broadcom as a NSX Senior Technical Support Engineer, you will learn and support our latest technology, provides mentoring to new engineers, receive mentoring from Tech Leads and become eligible for performance bonuses. NSX TSEs who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.
Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing
As a first-year NSX Senior TSE you will undergo a substantial skills development training program focused on learning our NSX product, tools & processes. NSX is the network virtualization and security platform that enables Broadcom&aposs cloud networking solution with a software-defined approach to networking that extends across data centers, clouds, and application frameworks.
After an 8-week onboarding program that includes technical and soft-skills training, you will shadow and collaborate with fellow Senior TSEs to learn the skills and habits necessary to deliver unparalleled customer experiences. Within 12 weeks, you will begin engaging directly with Broadcom global customers and partnering with them to resolve critical issues.
To be successful in this role, you must be a motivated self-starter and resourceful learner, have previous experience working as a network administrator or in a networking support role, possess strong customer interaction and problem-solving skills, has proven expert knowledge and experience with one or multiple networking areas, and is able to prioritize multiple requests and work assignments. Are you eager to learn about our latest technologies, work with the best team of support engineers and gain the network virtualization knowledge required to help Broadcoms customers Do you possess expert level knowledge and experience with switching and routing protocols, network topologies, Linux OS, firewalls or other security products, load balancers, containers, or any other networking specialty If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with Broadcom.
What type of work will you be doing What assignments, requirements or skills will you be performing on a regular basis
Our Technical Support Engineers are trusted advisors and experts that Broadcom customers seek out when they have a question or issue. The responsibilities for this role include:

• Engaging with global customers via email, and/or virtual collaboration sessions.
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  Troubleshooting with global customers and/or reproducing issues in a lab environment.
• Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.
• Partnering with internal stakeholders like engineering, field teams and other technical experts to drive resolution to critical situations
• Collaborating with experienced Senior engineers to troubleshoot complex environments, review logs and communicate detailed action plans.
• Researching issues via our internal knowledge base.
• Creating and updating knowledge base articles.
• Creating training material and coaching/mentoring new team members.
• Maintaining a positive customer experience in every interaction.
• Drive global escalations towards resolution and generates Root Cause Analysis reports
• Dealing with customers in English
• Weekend working
• North America shift hours (basis business requirement)
• Completing various self-paced training programs designed to further enhance your skills.
  

Requirements:

• 8+ years related experience.
• Bachelor&aposs degree. Relevant years of experience in lieu of degree may be considered.
  

What is the leadership for this role What is the structure and culture of the team like
You will also collaborate with teams from across the globe. Managers will provide guidance and coaching to help you achieve your maximum potential. We value fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways of delivering support. Our culture is one of possibility. Everyone is empowered to develop new ways to achieve success.
Note About Working Hours

• This position will cover 24x7
• Weekend and holiday coverage is required