Senior Technical Support Engineer - NSX

$71,000 - $113,000/Yr

Broadcom - Broomfield, CO

Full-time - Mid Level

Broomfield, CO

Computer and Electronic Product Manufacturing

About the position

As a Senior Technical Support Engineer (TSE) at Broadcom, you will play a crucial role in the Global Support team, acting as a trusted ally to our customers and providing expert troubleshooting, diagnosis, and resolution of complex issues. This position is designed for individuals who are passionate about technology and customer service, and who thrive in a collaborative environment. You will be responsible for engaging with global customers, assisting them with our NSX product, which is a leading network virtualization and security platform. Your role will involve not only technical support but also mentoring new engineers and collaborating with experienced team members to enhance your skills and knowledge. In your first year, you will undergo a comprehensive skills development training program that focuses on our NSX product, tools, and processes. This includes an 8-week onboarding program that combines technical training with soft skills development. You will have the opportunity to shadow and collaborate with fellow Senior TSEs, learning the necessary skills to deliver exceptional customer experiences. After this training, you will begin engaging directly with customers, helping them resolve critical issues and ensuring their satisfaction with our services. To excel in this role, you must be a motivated self-starter with a strong background in networking, including experience as a network administrator or in a networking support role. You will need to possess excellent customer interaction and problem-solving skills, as well as expert knowledge in various networking areas such as switching and routing protocols, network topologies, Linux OS, firewalls, and load balancers. This position is ideal for someone who embraces new technology, enjoys continuous learning, and desires to work in a supportive and innovative environment.

Responsibilities

• Engaging with global customers via email and/or virtual collaboration sessions.
• Troubleshooting with global customers and/or reproducing issues in a lab environment.
• Consistently documenting interactions with customers or internal stakeholders regarding issues, their scope, and the steps taken to diagnose and resolve them.
• 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.
• Driving global escalations towards resolution and generating Root Cause Analysis reports.
• Dealing with customers in English within the NASA region.
• Completing various self-paced training programs designed to further enhance skills.

Requirements

• 5+ years related experience.
• Bachelor's degree. Relevant years of experience in lieu of degree may be considered.

Nice-to-haves

• Expert level knowledge and experience with switching and routing protocols.
• Experience with network topologies, Linux OS, firewalls, load balancers, containers, or other networking specialties.

Benefits

• Medical insurance
• Discretionary annual bonus
• Equity in accordance with equity plan documents and equity award agreements