L2 Technical Support Engineer

TD SYNNEX – Shyft Services is a leading global technology distributor supporting enterprise customers and channel partners worldwide. We partner closely with OEMs such as Broadcom to deliver mission-critical cybersecurity, infrastructure, and support services. Our teams operate at the intersection of security, availability, and customer success.

About the Role

An L2 Technical Support Engineer is responsible for providing advanced technical support for Symantec and Broadcom Endpoint Security products, delivering 24x7 reactive and proactive support for enterprise customer environments.

This role supports complex security deployments, integrates with customer infrastructure, and resolves high-impact incidents to restore and maintain secure system operations.

The L2 technician will act as a trusted advisor, collaborating with customers, onsite technicians, Broadcom engineering, and internal teams to diagnose complex issues, drive resolution, and improve overall security posture.

The role requires deep endpoint security expertise, strong troubleshooting skills, and disciplined incident management aligned with ITIL best practices.

What You'll Do

This role supports the Symantec Endpoint Security (SES) and Broadcom Security portfolio, including but not limited to:

• Symantec Endpoint Security Complete / Enterprise

• Symantec Endpoint Protection (SEP)

• Symantec Endpoint Detection and Response (EDR)

• Symantec Endpoint Security Cloud (SES Cloud)

• Symantec Management Platform (SEPM)

• Integration with Active Directory, SIEM, and enterprise security tooling

Product information:
https://www.broadcom.com/products/cyber-security/endpoint

Technical Support and Incident Management

• Provide professional, courteous technical support to internal and external customers via phone, email, and virtual collaboration tools.

• Deliver reactive and proactive technical support across OEM hardware, infrastructure, and security platforms.

• Diagnose and resolve complex technical issues using logs, traces, dumps, debuggers, scripts, and lab environments.

• Manage incidents, problems, and changes in strict accordance with ITIL-aligned ticket management procedures.

• Maintain accurate, complete, and timely case documentation within the ticketing system.

• Meet or exceed contractual SLAs through efficient troubleshooting and resolution.

• Develop technical service plans to support onsite hardware repairs and replacements.

• Remotely guide and support onsite technicians to ensure correct repair procedures and OEM compliance.

• Validate system functionality post-repair and confirm restoration of service availability.

• Serve as a designated technical contact for assigned customer accounts.

• Participate in scheduled customer calls to review incidents, progress cases, and provide proactive guidance.

• Identify trends, risks, and opportunities to improve customer environments and service outcomes.

• Collaborate with engineering, product, sales, and account teams to resolve escalations and improve product supportability.

• Contribute to internal and customer-facing knowledge bases using Knowledge-Centered Service (KCS) practices.

• Participate in scrum and agile activities, including feature reviews, lab testing, and validation.

• Mentor and coach L1 engineers on Symantec/Broadcom troubleshooting methods, and process adherence.

• Build and deliver technical training sessions as required.

• Maintain OEM certifications and stay current on supported technologies.

• Participate in on-call rotations, including weekends and public holidays, as required.

• Demonstrate flexibility and adaptability in response to evolving business and customer needs.

• Demonstrated Root Cause and Corrective Action (RCCA) analysis and customer reporting

• Represent TD Synnex-Shyft Services professionally in customer-facing technical events, user groups, and webinars.

Who We're Looking For

• 5+ years of hands-on experience supporting Symantec/Broadcom or equivalent technologies.

• Bachelor’s degree in computer science, Cybersecurity, IT, or equivalent experience.

• ITIL Foundation certification preferred.

• Broadcom / Symantec certifications strongly preferred.

• Additional certifications a plus:

  • Security+ / CISSP

  • CCNA / CCNP

  • Endpoint or EDR platform certifications

Experience troubleshooting:

• ​Endpoint and Endpoint Management platforms

• Windows and macOS operating systems

• Networking technologies and protocols

• Server administration environments

• Packet analysis tools (e.g., Wireshark)

• Endpoint Protection, EDR, and XDR concepts

• Malware analysis and threat detection workflows

• Policy management, exclusions, and tuning

• Endpoint performance troubleshooting

• Networking fundamentals (TCP/IP, DNS, proxy, firewall)

• SIEM and log ingestion platforms

• Packet analysis tools (e.g., Wireshark)

Professional Skills

• Excellent analytical and problem-solving skills with the ability to resolve complex issues efficiently.

• Confident, articulate communication skills—written and verbal—with customers and internal stakeholders.

• Proven ability to remain professional and customer-focused under pressure.

• Strong collaboration skills across technical, engineering, and business teams.

• Demonstrated technical leadership and mentoring capability.

• Ability to collaborate globally across time zones and teams.

Location: Remote US

Key Skills

At Shyft Global Services, a TD SYNNEX Company, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At Shyft Global Services, a TD SYNNEX Company, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.