Senior Technical Support Engineer

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Job Description:

As a Technical Support Engineer, you will be responsible for resolving customer technical issues and supporting the newer members of the team. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges. To be successful in this role, you will: 

• Be handling complex queries while providing world class support to our customers. 
• Hands-on experience with diverse networking devices like routers, switches, firewalls 
• Working experience in Firewalls and  Network Security Products
• Working knowledge in cloud eco-systems like OpenStack, ESXi, OpenShift, AWS, Docker, Azure, GCP is a plus 
• Knowledge on Linux OS is a plus 
• Experience with REST API or in Python  programming is a plus 
• Familiarity with DevOps tools like Ansible, Puppet, and Terraform is a plus 
• Troubleshoot, research and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role. 
• Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology. 
• Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems. 
• Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved. 
• Work in an environment of on-going development, coaching,  surrounded  and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success

On a day to day basis, you'll be responsible for a variety of initiatives, including: 

• Able to self-drive customer requirements and prioritize work 
• Function as technical point of contact for customer issues  troubleshooting
• Drive communication between customer and engineering teams, providing detailed communications and instructions 
• Able to recreate customer issues in Lab.
• Able to create IN-DEPTH technical issue and resolution root cause analysis (RCA)

 * Identify and report product issues and prioritize resolution with the engineering teams 

• Create and maintain knowledge base articles to prevent & resolve similar issues quickly 
• Weekend and public holiday coverage availability

Requirements:

• Bachelor's Degree and 9+ years of experience 
• Enterprise Escalation and Technical support experience
• Strong knowledge of L4-L7 protocols 
• Knowledge of web technologies like HTTP/HTTPS/REST API 
• Knowledge of networking components (Routing, Switching, Firewall, TCP/IP, Endpoint Security etc.) 
• Understanding of Network Security, Firewall Concepts

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, 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.