Technical Support Engineer III

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Job Description:

Technical Support Engineer III - Storage

VMware Cloud Foundation (VCF) Division Overview
 

The VMware Cloud Foundation Division enables organizations around the world 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 of the benefits from 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 – is focusing on what can be 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?

Do the words ISCSI, Fabric, SAN, NVMe, IOPS and Arrays catch your attention? Do you thrive on learning new Storage Technologies and expanding your existing storage technology expertise? What about solving storage issues from simple to highly complex? Are you a natural collaborator that craves working with enthusiastic, creative, customer focused teams that support the world's leading edge software spanning every imaginable industry across globe?
Storage Technical Support Engineers (TSEs) are the lifeblood 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 Storage Senior Technical Support Engineer, you will learn and support our latest technology, provide mentoring to new engineers, receive mentoring from Tech Leads and become eligible for performance bonuses. Storage TSE’s 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 Technical Support Engineer III, we will take your current expertise and expand your storage knowledge to new heights! You could be partnering with our customers to troubleshoot, understand and overcome challenges in their storage environments.

In the first few days after joining Broadcom, you will undergo a substantial skills development training program focused on learning our Storage product, tools & processes. After an 8-week onboarding program that includes technical, process 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 storage administrator or in a storage support role, possess strong customer interaction and problem-solving skills, has proven expert knowledge and experience with one or multiple storage 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 storage virtualization knowledge required to help Broadcom’s customers? 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.
· 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.
· Driving global escalations toward resolution and generating Root Cause Analysis reports
· Dealing with customers in English within the allocated region (Primarily supporting APJ customers however can be transitioned to assist EMEA and NASA regions based on the business requirements).
· Completing various self-paced training programs designed to further enhance your skills.

Requirements:

• Proficient in SAN/NAS, storage protocols (iSCSI, NFS, Fibre Channel), enterprise storage (NetApp, EMC), and cloud storage (AWS S3, Azure Blob

• Skilled in data protection, disaster recovery, replication, and storage management tools

• Experienced with VMware vSphere, vCenter, Hyper-V; strong in VM provisioning, HA/DRS, and containerization (Docker, Kubernetes)

• Added advantage: 

• Good knowledge of TCP/IP, VLANs, routing (OSPF, BGP), VPNs, and firewall management (Cisco, Fortinet)

• Familiar with SDN (VMware NSX), cloud networking (AWS VPC, Azure VNets), and automation tools (Ansible, Terraform).

• 6+ years of related experience.

• Bachelor's 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 possibility. Everyone is empowered to develop new ways to achieve success.

Note about Working Hours

• VCF NASA Support hours are 7AM Mountain to 7PM Mountain , however this position will cover the NASA Shift: Mon-Fri 10AM Mountain to 7PM Mountain | Weekend and holiday coverage is required based on business needs

Additional Job Description:

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.