Technical Consulting Engagement Manager jobs at Broadcom

VMware Cloud Foundation (VCF) Division Overview

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?

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.

What type of work will you be doing? What assignments, requirements or skills will you be performing on a regular basis?

· 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 beconsidered.

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

Key Responsibilities

• Customer Focus:Oversee optimization of the overall customer or Partner experience across assigned territory

• Financial Targets:Ensure staff meets or exceeds CA a Broadcom Company stated financial quotas and targets

• Internal Business Processes:Demonstrate mastery with CA a Broadcom Company internal processes, systems and support structure

• Professional Development:Demonstrate high-level proficiency and skill

• Leadership, Teamwork and Planning:Collaborate with, mobilize, and effectively run and develop direct and virtual team(s)

Customer Focus

• Direct Technical Consulting staff in acquiring knowledge of customers' businesses, Partner offerings, and competitive landscape and operational processes.

• Ensure thorough resources, planning and time management is in place so that existing opportunities are properly staffed and has scale and skill sets to support sales opportunities.

• Help team members build and maintain relationships with senior executives and decision makers, taking the lead as necessary.

• Build long-term partnerships and trust.

• Prioritize efforts to pursue the most pervasive customer needs that CA a Broadcom Company can successfully address within assigned territory and align the efforts of their Partners in the business accordingly.

• Understand and navigate customer's buying process and the Partner's procurement policies through distribution.

• Support sales teams to measure and communicate value delivered to the customer to ensure strength of relationship.

• Understand CA a Broadcom Company vision, strategy and key customer initiatives (for example: Support Connect, Product

• Advisory Councils and Beta Programs, etc.); support sales teams to ensure that customers and Partners are consistently kept informed.

• Understand and address customer and Partner survey results/trending and respond to changing customer needs.

• Support sales teams by participation in customer and Partner meetings as needed.

Financial Targets

• Ensure the team meets or exceeds the team's stated financial targets.

• Create, maintain and manage to plans to meet or exceed financial targets.

• Direct, measure and accurately predict financial outcomes.

• Direct territory-wide opportunities and transactions to ensure balance, long-term stability and sustainability of book-of-business.

• Analyze financial and performance metrics to plan for optimum performance efficiency and financial return.

nternal Business Processes

• Demonstrate mastery of CA a Broadcom Company approved methods and processes for:

• Territory Planning

• Partner Enablement Planning

• Account Planning

• Opportunity Planning

• Forecasting

• Lead to Quote

• Quarterly Business Reviews

• Performance Management

• Need-based Sales Methodology

• Review and Approval Processes

• Ensure adherence to, and be regarded as an exemplary role model for CA a Broadcom Company Core Values, Code of Conduct,

• Ethics and compliance requirements.

• Explain and consistently enforce directives from senior management.

• Ensure staff understands corporate policies and procedures.

• Ensure that proper security measures are applied and followed at all times.

• Enforce corporate policy with respect to equal employment opportunity, non-discrimination and other related policies.

Professional Development

• Demonstrate on-going personal and professional development mastery with respect to the following capabilities:

• Provide team leadership, coaching and mentoring to staff

• Comfort-level around senior management

• Articulate business cases / proposals to senior management (internal / external)

• Proposal development, negotiation, closing and booking business

• Complete leadership class or online training per quarter

• Business and industry acumen

• Problem solving skills and agility

• Competitor awareness

• Consultative 'questioning' and active listening

• Oral and written communications and presentation skills

• Business planning

• Financial analysis

• Time management

• Hiring, succession planning and corrective action

• Employee relations rules and regulations

Leadership, Teamwork & Planning

• Demonstrate mastery in team building and conflict management.

• Recognize team members' roles, responsibilities, strengths and weaknesses in order to improve and optimize direct and virtual team effectiveness.

• Demonstrate mastery in navigating CA a Broadcom Company internal processes and systems, and supporting roles.

• Provide team building, coaching and mentoring to staff.

• Demonstrate effective time management.

• Demonstrated ability to effectively prioritize tasks.

• Demonstrate effective partnering with CA a Broadcom Company internal and external Partners.

• Work with employees to create personalized development plans through regular one-on-one reviews of skills and personal career goals; follow up to ensure that employees execute on their plans in a timely fashion.

• Use reviews to identify possible successors, and provide them opportunities to broaden their experience and enhance their skills.

• Consistently reinforce the importance of CA a Broadcom Company Core Values.

• Monitor and control the activities and performance of staff under their supervision, setting expectations and providing guidance and direction as needed.

• Ensure that the team receives regular training on CA a Broadcom Company products, services and other initiatives, as well as skills training (such as account planning, better forecasting, listening and positioning skills, etc.), as appropriate.

• Hold regular team meetings and one-on-one meetings, to ensure the team is on track to meet business goals, provide consistent mentoring and coaching.

• Ensure appropriately qualified and/or experienced personnel are recruited, provided a complete orientation to CA a Broadcom Company organization, policies and procedures, systems and strategy, (including administrative staff), formally introduced to all internal and customer contacts, and trained according to their individual needs.

Key Competencies include:

• Customer Focus:Act in ways that demonstrate customer and Partner focus and satisfaction by building effective relationships with customers, identifying, meeting and exceeding customer expectations, and by treating customers with dignity and respect.

• Knowledge and Application of CA a Broadcom Company Mainframe Solution Sets:Know and understand CA a Broadcom Company products and range of solution sets, how to identify the best possible solutions to meet customers' and Partner's business needs and how to appropriately position CA a Broadcom Company mainframe solutions with customers and Partners.

• Territory Management:Direct territory, considering each and all accounts collectively; establish accurate plans and forecasts; prioritize efforts; generate short term results while holding a long-term perspective to maximize overall territory viability.

• Effective Communication:Deliver outstanding oral and written communications that are impactful and persuasive with their intended audience.

• Industry Knowledge:Possess in-depth knowledge of a given industry and relevant marketplace; can speak with authority, e.g., on industry trends, best practices, competitive practices, regulatory issues, etc.

• Effective Selling:Ensure staff utilizes solutions-oriented, systematic approach to selling, leveraging mastery of sales best practices and CA a Broadcom Company sales methodology.

• Business Acumen:Understand key aspects of business, e.g., business models and competitive positioning; also understand how business operates, including role of structure, systems, and processes; can speak in business language when applying professional expertise.

• Financial Acumen:Use financial analysis to make decisions, evaluate opportunities and choices; know how financial decisions impact business success.

Experience: • Minimum of 12 years of overall experience of which a minimum of 3 years is in management.

Compensation and Benefits

The annual base salary range for this position is $106,900 - $171,000

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.

PRINCIPLE CONSULTANT

A senior individual of the highest technical skill and experience in workload automation. Displaying a broad range of disciplines, environments, and applications within the workload automation discipline; or, the individual may possess unique skills and highly technical experience in a narrow field of specific workload automation software, that is, a specialist of the highest technical caliber. Provides assistance and recommendations to management and clients on workload automation topics pertaining to the architectural design and development of applied systems and software services. Additional capabilities such as script coding or queries to build reports are a capability of the Sr. consultant.

Primary Functions

• Analyzes workload automation job and data requirements and provides related solution modeling and implementation.

• Reviews proposed solution plans.

• Evaluates solution design, upgrade and implementation approaches.

• Conducts hardware/software comparative evaluations.

• Technical solution trouble shooter.

• Acts as consultant in studying and recommending actions on a wide variety of technical areas in regard to workload automation, providing guidance to customer management.

• Communicates current innovations and trends in workload management solutions.

• Technical consultant and reference source.

• Evaluate and audit computer center and systems operations.

• Ability to implement or upgrade workload solution.

• Ability to script or code quick implementation or upgrade solutions

Education & Experience

• Bachelor’s degree in Information Technology or a related field, plus a minimum of eight (8) years of relevant IT experience, including workload automation solution.

• Candidates without a degree may be considered based on a combination of education and additional relevant experience.

Compensation and Benefits

The annual base salary range for this position is $88,300 - $141,300

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.

Experience: Bachelor's + 5+ years of related experience
Mainframe Skills Desired:

• Proficiency in z/OS mainframe environment

• Experience working with and knowledge of how a Session Manager works (TPX is a plus)

• Experience working with and knowledge of VTAM

• Working knowledge of CICS

• Working knowledge of TCP/IP

• Working knowledge of TN3270 and Logmodes is a plus

• Experience with ACL/e (Automated Conversion Language) is a plus

• Knowledge of Mainframe Architecture and Operations

• Knowledge in Assembler language

• Experience with TSO/ISPF, SDSF, and other z/OS utilities

• JCL knowledge for job submission, troubleshooting, and batch processing

Nice to Have/Bonus Skills:

• Knowledge orfamiliarity withBroadcom Mainframe Products, especially TPX

• Experience working in production mainframe environments

• CP and CMS

• XEDIT

• Experience with REXX, CLIST, or automation scripts

• Experience with DB2 for z/OS

• Exposure to working with DB2 ODBC Drivers, and DB2 monitoring and administration tools

• Writing and debugging SQL queries

• Exposure to automation tools or schedulers (e.g., CA7, Control-M)

• Ability to analyze SYSOUT, job logs, and abend codes

• Exposure to USS (Unix System Services)

• Understanding of SMF (System Management Facility) data and record formats

• Exposure to SMF performance monitoring tools (e.g., RMF, MXG)

• Knowledge of SAS programming or other tools used for reporting on SMF data

• Experience working with IBM Data Studio and IBM HTTP server

• Understanding of security concepts, security features and security best practices

Support Experience

• Strong problem-solving skills and ability to provide high-quality technical support

• Strong written and verbal communication skills for technical and non-technical customer-facing interactions and documentation

• Strong desire to conduct needed research of both internal and external resources

• Customer advocate with a passion for excellence and ability to build strong customer relationships

Preferred Education

Bachelor's Degree or global equivalent in Computer Science or related discipline.

Technical and professional certifications as applicable to the position.

Work Experience

Typically 5+ or more years of related professional experience in a Mainframe environment working in Software Support or Systems

Compensation and Benefits

The annual base salary range for this position is $73,100 - $117,000

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.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

Within the first 2 months, you will complete onboarding, build familiarity with the tools we use daily in Support, and start to build relationships with key internal and external stakeholders. You will update and maintain an accurate record of your customers’ most important activities. You will begin to lead customer-first interactions like kickoff calls and support weekly/quarterly reviews with minimal oversight. You will also start working with customers to understand their VCF objectives and priorities and prepare to obtain a VCP certification before the end of 6 months.

Within the first 4 months, you will have a good understanding of your customer’s product usage, business use cases, and technical architecture, and build trust among internal teams and customers. You will also have consistent control of low to medium-level escalations and complete the quarterly trainings.

Within the first 6-9 months, you will be comfortable being the customer’s technical liaison inside the support organization. You will have your VCP Certification in the first 6 months and have the ability to: proactively ensure that Support Requests (SRs) are driven to resolution without any gaps, independently run advanced-level escalations, work with peers for opportunities to enhance process/workflow internally, maintain customer retention rate of 90% or above, identify SR trends and create action plan(s) as required, and increase customer confidence in our platform and Support delivery.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Coordinate and lead recurringweekly/biweekly/monthlymeetings with your customers to review their SR portfolio, identifying status, dependencies, and prioritization. Actively monitor and manage SR activity and trends using custom reports for additional insights. Update internal records regularly with the latest customer actions, priorities, and sentiment for leadership perusal.

• Oversee and direct Support Requests to the proper resources. Understand customer environment architecture and business use cases and ensure that information is available to internal teams when necessary to assist with quick problem resolution.

• Act as the single point of contact for the management and escalation of all Support-related activities by partnering with Account Teams and TAM (where applicable). Drive escalations to resolution within Support and Product Engineering groups by acting as the customer liaison and effectively communicating the technical issues and business impacts internally and externally.

• Coordinate all remote and onsite support engagements and lead get-well plans for customers to identify negative trends and act accordingly with internal teams to improve the Support experience.

• Provide advice and guidance to ensure successful ongoing usage and adoption of VCF and its components. Maintain current functional and technical knowledge of at least one product and provide best practice recommendations and answers to informal customer questions.

• Identify affected customer environments, communicate, and assist with the resolution of any VMware Security Advisories.

• Work with the Proactive Services team to identify potential issues in customer environments and communicate them to customers along with the impact and steps for resolution.

• Document and deliver formal and informal root cause analyses as needed for critical customer situations.

• Participate in Executive Business reviews and provide details that identify issue trends, corrective actions, and training opportunities based on customer SR data.

Requirements:

Bachelor’s degree. Relevant years of experience in lieu of a degree may be considered, plus 5+ years of related experience OR Master's plus 3 years.

Must have legal authorization to work in the US.

Compensation and Benefits

The Role

You will deliver solutions like vDefend Security and Avi Load Balancing, ensuring customer business needs are met with exceptional quality. As a Senior Project Manager, you will manage multiple engagements, controlling scope, timelines, budgets, risks, and resources to drive project success. Collaborating with Sales, Technical Delivery, Business Operations, and other stakeholders, you’ll ensure projects align with contracts and promote customer adoption and satisfaction.

Responsibilities

• Plan and execute projects to deliver high-quality results, managing scope, timelines, budgets, communications, and resources (internal or subcontracted).

• Identify, assess, and mitigate project risks using structured processes.

• Communicate effectively with stakeholders to align and drive project progress.

• Lead multi-role, multi-location, and multi-cultural teams, resolving dependencies and issues.

• Manage changes to seize sales opportunities and expand PSO’s footprint.

• Take ownership and accountability for project success.

• Adhere to PMO standards, maintaining detailed documentation, including scope, reports, and timesheets.

• Stay updated on VMW by BC products, business flows, and delivery processes.

• Contribute thought leadership to enhance the Applications & Network Security PSO practice.

• Stay within the contracted scope, demonstrating commercial awareness.

• Thrive in a fast-paced environment as a self-starter and team player.

Pre-Requisites

• Location: US East Coast or Central time zones

• On-site at Office Location: near some of Broadcom's offices, required to work onsite during the whole work week.

• English is required, and fluency in Spanish is desirable

• Ability to travel up to 20% if required.

• Legal authorization to work in the U.S. is required

• Security Clearance for work with U.S. government entities is highly desirable.

• Bachelor's and 12+ years of related experience in IT Project Mgmt with recent, real-world experience in large, complex design, deployment, and migration projects (Master's Degree preferred)

• PMP (Project Management Professional by PMI) or equivalent certification is required

• A strong technical background in networking, load balancing, and security is required, with technical certifications being desirable.

Compensation and Benefits

The annual base salary range for this position is $106,900 - $171,000

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.

As a first-year Technical Support Engineer - Level 3, you will undergo a substantial skills development & learning program and expand your VMware virtualization technologies in order to help our customers troubleshoot, understand, and overcome challenges in their IT infrastructure.

• Post the product training, first steps in this role will be to upskill on our support processes and products and to understand how we work as part of a global team.

• Once achieved, you will begin to troubleshoot customer issues with the support of tenured engineers through the knowledge you have gained. You will quickly learn to troubleshoot and handle customer support requests individually and use your experience + new skills gained to bring benefit to others in the team.

• As well as assisting others, you will work on escalated customer issues where expertise with product, and overall ownership is required.

• Supporting our most strategic customers will be a priority.

• Engagement with account teams and managers will be required to deliver world class technical support.

• You will engage regularly with the engineering team(s) in order to bring value to customers, and to resolve politically and technically escalated issues.

• As your skill set grows, you may choose to work on additional product lines and progress your skillset on more technologies or seek to become expert in a wide variety of products and or technology related to our product portfolio.

• Throughout this time, and your career at VMware by Broadcom, you will be able to develop through training, learning tools, research time and training days.

• As you approach the 12-month period of your tenure, you may wish to run case clinics to benefit other members of your team, in particular 1st and 2nd level engineers.

• You will keep in mind at all times where written content can be delivered via KB and or TOI to enhance troubleshooting and problem-solving capabilities of your team(s) and or customers.

• Environment permitting, there may be a requirement to visit customer premises in order to carry out troubleshooting, and or environment reviews.
  

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

To be successful in this role, you will:

• Have 5+ years of Industry working experience.

• Bachelors degree preferred or equivalent years of experience in lieu of a degree may be considered.

• Hold excellent communication skills and account management/customer engagement experience.

• Be fluent in spoken and written English language.

• Work independently to resolve Customer issues and support the management team in overall development of the team.
  

While you hold a good experience with VMware products and strong understanding of cloud and virtualization technologies. The following will help you to be successful and support global customers while you assist the team that you will work with in the organization.

• Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.

• Advanced knowledge of vSphere ESXi and vCenter Server.

• Experience in handling ESXi and vCenter deployments and upgrades.

• Expert in troubleshooting vSphere & vCenter Server service down scenarios and performance issues.

• Expert knowledge in VMFS/NFS architecture and troubleshooting.

• Experience in handling issues related to core vSphere features such as HA / DRS / vMotion.

• Certifications in Linux, Linux-enabled solutions, or other technologies for managing on premise or hosted hardware and software solutions will allow you to navigate through complex issues (e.g., Installation, Upgrades, Setting up Networking, Managing System Storage)

• Expert in reviewing and investigating the log files to identify the root cause and resolution.

• Demonstrating experience with administering andquerying/troubleshootingmultiple database types e.g. Postgres & MS SQL.

• Knowledge in any scripting languages such as Python / PowerShell etc.

• 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 ourtechnology.

• Updating and creating knowledge articles for global circulation based on the issues you have resolved.

• Provide formal root cause analysis on critical customer situations

• Facilitate Proactive Service and Relationship Development through regular cadence calls with the customer

• Represent VMware and provide technical expertise for multi-vendor troubleshooting.

• Assists with troubleshooting during software updates and migrations.
  

What is the leadership like for this role? What is the structure and culture of the team like?

• The selected candidate will be reporting to one of the Technical Support Managers. Managers have a considerable amount of experience in managing enterprise support and leading the team to success through the company’s values. Leadership is deeply invested in the teams’ careers development and has a successful track record of ensuring the team is successful as a unit and ensuring the individual team members progress in their careers.

• Leadership practices high ethical management and provides a good work environment while being employee friendly.

• The core team comprises engineers at different levels (L1, L2 and L3) supporting vSphere suite of products. The team is part of the 24x7 support structure and demonstrates work flexibility to ensure we meet customers contractual requirements.

• While the team has loads for fun and engagement, we also work in partnership with peers across the globe working during different time zones. The role requires the candidate to be flexible to work in any shift during weekdays and weekends.
  

Compensation and Benefits

The annual base salary range for this position is $73,100 - 117,000.
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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.