Level 3 Technical Support Engineer

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Job Description:

Level 3 Technical Support Engineer

If you're looking to energize your career, now is a great time to join Broadcom. As a leading provider of Data Center Storage Area Networking solutions and products, Broadcom helps organizations around the globe achieve their most critical business objectives.  Today, Broadcom is extending its proven data center expertise across the entire network with future-proofed solutions built for consolidation, virtualization, and cloud computing.

Role Summary

The L3 Technical Support Engineer functions as a member of the Global Technical Support organization to provide technical support via phone, email and web for Broadcom / Brocade products to our OEMs and customers. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues. Candidate will work cases escalated by the Brocade Level 2 engineers. They need to have customer facing skills as they may be required to join conference calls or live troubleshooting sessions, ability to escalate cases and work with Brocade Sustaining Engineering teams on product/design defects when needed.  Will be required to be in an on call rotation that requires one week of on-call duties approximately once every three months.

Shift Schedule

Tuesday - Saturday, 3 PM - 12 AM

Main Duties

• The L3 Technical Support Engineer will take escalations from the Level 2 team, answer customer technical inquiries (phone, email and web).

• Effectively communicate to both customers and internal personnel while working under pressure.

• Effectively manage many different tasks simultaneously.

• Document all customer issues in the service request database; documenting sequence of events related to resolving customer issues including troubleshooting steps taken; lab replication and research as required for more difficult problems; ensure customer expectations are properly managed; ensure that all technical issues and needs are resolved to the customer's satisfaction in a timely manner.

• Understand, troubleshoot, diagnose and resolve customer issues.

• Analyze data traces from protocol analyzers.

• Define and manage problem resolution plans and communicate closure / resolutions to our customers.

• Create Root Cause Analysis (RCA) documents to provide to customers on resolved issues.

• Create internal/external Knowledgebase Articles (KB’s) for trending issue.

• Assist in improving and creating processes and procedures to improve quality and productivity in the Support Team

• Work as part of the Global Team, seamlessly providing support to customers regardless of location / time zone.

• The L3 Technical Support Engineer will be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.

• This position does require the employee to work full time in a Broadcom Corporate office location.

Desired Skills and Experience:

• BS degree in Electrical Engineering/Computer Engineering and a minimum of 8 years’ experience in a Technical Support Environment OR MS and a minimum of 6 years’ experience in a Technical Support Environment

• In depth knowledge of networking technologies and protocols, storage area network (SAN)

• Understanding of SNMP monitoring and management

• Excellent knowledge of Windows and Linux/UNIX servers

• Knowledge of Internet Protocol (IP) and Rest API’s

• Knowledge of  Python and Scripting

• Ability to rapidly adapt and adopt to new technologies

• Excellent customer communication, problem solving, planning and organization skills

• Excellent troubleshooting skills

• Strong verbal and written communication skill

• Works cooperatively with others as a teammate to achieve results, build morale, and celebrate the successes of others

• Additional Language (Spoken business level.)

Physical requirements:

• Frequent use of mouse and keyboard

• Frequent phone usage

• Occasional lifting

Additional Job Description:

Compensation and Benefits

The annual base salary range for this position is $119,000  - $190,000

This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity 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.