Research and Development Technical Support Engineer

at  Broadcom

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Job Description:
Research and Development Technical Support Engineer
If you’re looking to energise your career, now is a great time to join Broadcom. As a leading provider of data centre storage area networking solutions and products, Broadcom helps organizations around the globe achieve their most critical business objectives.
Role Summary
The Research and Development Application Support Engineer functions as a member of the Global Technical Support organisation to provide technical support via phone, email and web for Broadcom / Brocade OEMs and customers. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues.

Main Duties

• The Technical Support Engineer is a direct resource to answer client technical inquiries (phone, email and web), and must have the ability to effectively communicate to both clients and internal personnel while working under pressure.
• Understand, troubleshoot, diagnose and resolve OEM and customer issues.
• Define and manage problem resolution plans and communicate closure / resolution to OEMs and customers.
• Documents client calls in the service request database; provide troubleshooting skills; lab replication and research for more difficult problems; ensure client expectations are properly managed, and that technical issues and needs are resolved to the client’s satisfaction in a timely manner.
• Effectively manage many different tasks simultaneously.
• Document sequence of events related to resolving OEM and customer technical issues. Analyse data traces from protocol analysers.
• Assist in improving and creating processes and procedures to improve quality and productivity in the Support Team.
• Work as part of the Global Team, seamlessly providing support to OEMs and customers regardless of location / time zone.
• The Technical Support Engineer will be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.

Shift Schedule

• Sunday through Thursday, 07:00 – 16:00 GMT

Desired Skills and Experience

• BS or MS degree in Electrical Engineering/Computer Engineering or equivalent work experience
• Minimum of 5+ years’ experience in a Technical Support Environment
• Working knowledge of networking technologies and protocols, storage area network (SAN)
• Understanding of SNMP monitoring and management
• Excellent knowledge of Windows and Linux/UNIX servers
• Ability to rapidly adopt new technologies
• Excellent customer communication, problem solving, planning and organisation skills
• Excellent troubleshooting skills
• Strong verbal and written communication skill
• Works cooperatively with others as a teammate to achieve results
• Additional European Language (Spoken business level)

Physical requirements

• Frequent use of mouse and keyboard
• Frequent phone usage
• Occasional lifting

Broadcom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, or national origin.
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

• The Technical Support Engineer is a direct resource to answer client technical inquiries (phone, email and web), and must have the ability to effectively communicate to both clients and internal personnel while working under pressure.
• Understand, troubleshoot, diagnose and resolve OEM and customer issues.
• Define and manage problem resolution plans and communicate closure / resolution to OEMs and customers.
• Documents client calls in the service request database; provide troubleshooting skills; lab replication and research for more difficult problems; ensure client expectations are properly managed, and that technical issues and needs are resolved to the client’s satisfaction in a timely manner.
• Effectively manage many different tasks simultaneously.
• Document sequence of events related to resolving OEM and customer technical issues. Analyse data traces from protocol analysers.
• Assist in improving and creating processes and procedures to improve quality and productivity in the Support Team.
• Work as part of the Global Team, seamlessly providing support to OEMs and customers regardless of location / time zone.
• The Technical Support Engineer will be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers