Broadcom Escalation & Technical support engineer 

United States, California 

111260982

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 Load-balancer/ADC Eg: Citrix Netscaler or F5

* Working knowledge of VMware Cloud Foundation products - VSphere, VSAN and NSX-T and Tanzu is preferred.

* Working knowledge in cloud eco-systems like OpenStack, ESXi, OpenShift, AWS, Docker, Kubernetes, Azure and 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, 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, and 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

* Drive communication between customer and engineering teams, providing detailed communications and instructions

* 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:

* 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, etc.)

* Understanding of Load balancing concepts

* Understanding of Public & Private cloud ecosystems (Ex: VMware, AWS, OpenStack, Kubernetes etc)

* Excellent communication, time management, and process adherence skills , willingness to work on shift

Minimum Requirements:

*Must be a U.S. Citizen (due to federal customer requirements)

*Willingness to work on weekends or holiday to ensure the coverage, this may change as per business needs

*Ability to troubleshoot networking issues at the L2-L7 layer.

*Fluent written and verbal communication skills in English

Bachelors degree in engineering and 5+ years of related experience or Masters degree in engineering and 3+ years of related experience

Compensation and Benefits

The annual base salary range for this position is$101,000 - $162,000

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.