דרושים ב-Broadcom ב-United States, Broomfield

• The Elevator Pitch:Why will you enjoy this new opportunity?
  Are you passionate about using your extensive technical expertise while learning new technology and solving complex problems for key customers? Broadcom has a role for you!
  In this role, you will be joining Broadcom’s VMC on AWS team supporting the VMC on AWS product suite. You will be in the forefront of Broadcom’s goal of providing best in class cloud operations on the VMware Cloud Foundation.Success in the Role:What are the performance outcomes over the first 6-12 months you will work toward completing?As a Customer Response Engineer in the VMC on AWS team, you will be a force multiplier for our Technical Support Team, including TSE 1, 2 and 3 engineers on technical troubleshooting, best practices, knowledge creation and escalations. You will be constantly expanding your skill set and as you learn Broadcom’s virtualization technologies and help our customers troubleshoot, understand, and overcome challenges in their cloud operations. You will also play a pivotal role in improving the product based on feedback from customers, field, and technical support teams working closely with our Site Reliability and Engineering teams.
  

  • First steps in this role will be to upskill on Global Support processes and the VMC on AWS products, to understand how the technology works, and how both our customers and peers use it.

  • Once achieved, you will support our frontline engineers, SRE team, management and global operations, while facilitating escalations for highly complex and sensitive situations.

  • As a staff engineer you will have input into R&D, engineering, and product development, advocating for how our customers are using the Broadcom Suite and supporting our field teams on customer engagements and escalations.

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

• The Work:What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?As a Customer Response Engineer in the VMC on AWS team, you will be responsible for resolving customer technical issues, supporting the team and the support operation. Key strengths for this role would be self-motivated, keen to learn, strong customer service and excellent technical problem-solving skills, someone who embraces challenges, and enjoys supporting colleagues.To be successful in this role, you will:

  • Work independently to resolve customer, TSE, and SRE issues, supporting the management team in overall development of the team.

  • Have strong network troubleshooting skills in complex distributed environments including Firewalls and Network Security Products.

  • Have working knowledge in a cloud ecosystem like AWS, Azure, or GCP.

  • Have working knowledge of the VCF stack with a focus on ESXi, vCenter, vSAN, and NSX.

  • Always be looking to strengthen your technical skills in the areas of networking, storage, Operating Systems Knowledge (Windows, Linux, UNIX), virtualization, and cloud computing.

  • Resolve complex queries while providing world class support to our customers. Including supporting TSEs with their challenges.

  • 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.

  • As a Customer Response Engineer, you will support the team, the operation, and the field with customer escalations.

  • Generate detailed root cause analysis documentation to provide to both customers and engineering with a focus on future issue prevention.

  • Partner with SRE, Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.

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

  • Work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.
    

• Experience Required:Bachelors and 8+ years of related experience; Masters degree and 6+ years of related experience, PhD and 3+ years of related experience
  

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 and 5+ years of Industry working experience.OR Masters degree and 3+ years is 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.

Must have legal authorization to work in the US

When you join Broadcom as a NSX Staff Technical Support Engineer, you will learn and support our latest technology, provides mentoring to new engineers, receive mentoring from Tech Leads and become eligible for performance bonuses. NSX TSE’s who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.

After an 8-week onboarding program that includes technical and soft-skills training, you will shadow and collaborate with fellow Senior and Staff 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.

· 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 such as 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.· 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 NASA region.

· Creating and updating knowledge base articles.
· Creating training material and coaching/mentoring team members.

· Completing technical reviews / providing guidance to team members.

· Actively participating in projects to drive quality and efficiency across the team.

· Completing various self-paced training programs designed to further enhance your skills.

Requirements:

+ years related experience.

· Bachelors degree.

+ years related experience.

· Masters degree.

Must have legal authorization to work in the US

When you join Broadcom as a NSX 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. NSX TSE’s who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.

After an 8-week onboarding program that includes technical 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.

· 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 NASA region.
· Completing various self-paced training programs designed to further enhance your skills.

Requirements:

· 5+ years related experience.

· Bachelor's degree. Relevant years of experience in lieu of degree may beconsidered.

Must have legal authorization to work in the US