Automic Principal Support Engineer (ICB5)

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Job Overview

Broadcom Principal Support Engineers are responsible for providing omni-channel support for products and solutions and providing technical leadership and comprehensive technical guidance within GCS. They work on advanced complex technical projects or business issues requiring state of the art technical knowledge or industry, acting as recognized in-house experts on specific technologies and providing thought leadership to achieve company goals.  12+ years of related experience with a Bachelor's degree, 10+ years with a Master's degree, or 7+ years with a PhD.

Technical Experience

• Possesses a specialized level of technical expertise and acts as a subject matter expert for multiple products/solutions
• Knowledge of applications or technologies listed below at an administrator, support, developer level, and/or equivalent: 
  • Applications: Automic Automation, Automic Applications Manager, Automic Dollar Universe
  • Operating Systems: Microsoft Windows Server, Sun Solaris, Linux, HP-UX, AIX, z/OS platforms 
  • Web Servers: Jetty, Apache Tomcat, Microsoft IIS, Sun One, Domino, or IHS 
  • Application Servers: IBM WebSphere, BEA WebLogic, or JBOSS 
  • Directory Servers: Sun One Directory Server, Microsoft Active Directory, CA Directory, or equivalent LDAP directories 
  • Databases: PostgreSQL, Oracle, Microsoft SQL Server, Sybase, DB2 
  • Software Development: Java, C/C++, Perl, SAML, SOAP, JSON, REST, XML, or HTML 
  • Scripting: PowerShell, bash, SQL
  • Networking and protocols: TCP/IP, HTTP, DNS and SSL
  • Container or virtual environment tools: VMWare, GCP, Azure, AWS, Docker, or OpenShift (Cloud certification preferred - GCP, AWS, Azure, Oracle)
    

Key Responsibilities & Skills

• Confident, articulate, and professional written and verbal skills through phone, email, and virtual meeting engagements
• Exhibit strong customer facing skills while under pressure, with the ability to react, adapt, and respond professionally to complex and emotional situations
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors: Use logs, traces, dumps, debuggers, reviewing product code, scripts, or other software tools as a precursor to involvement by the Engineering team
• Collaborates well with resources outside their own area of expertise to resolve customer reported problems
• Champion organizational projects, programs, and/or business initiatives using demonstrated creativity and ingenuity to improve performance and customer experience
• Demonstrate technical and execution leadership to drive overall team success
• Coaches and mentors other team members
• Provide technical leadership in Broadcom communities and Knowledge-Centered Service methodology and process
• Act as a role model and lead knowledge management success across GCS, proactively contacting power users to answer community questions
• Participate in customer technical events (i.e. site visits, user group meetings and webinars)
• Develop and deliver training on industry trends, product/technology changes, product lifecycle, and future direction of supported products or product lines
• Influence Product Management regarding product enhancements to improve the customer experience and supportability
• Creation of lab environments to replicate customer issues
• Adhere to case management best practices and look for new ways to improve the quality and integrity of case data/documentation
• Flexibility to work various shifts and provide rotational pager support as required
• Architect and implement AI-powered tools/bots to advance new support ideas, partnering with product teams on AI-driven self-service and telemetry requirements while mentoring others on building automated workflows

Educational Requirements

• Bachelor’s Degree in CS, CIS, or MIS required; Post-graduate degree typically expected
• Technical certifications preferred: Linux, Ansible, Terraform, Kubernetes, Networking, Cloud certs  
  

Compensation and Benefits

As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth. All subject to relevant plan documents and award agreements.

Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

Broadcom is proud to be an equal opportunity employer.  We will 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.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.