Job Information
Broadcom Staff Technical Support Engineer (TSE 4) in Broomfield, Colorado
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VCF GS - Staff TSE Job Description
Business Job Title: Staff Technical Support Engineer (TSE 4)
Job Description
As a staff engineer of the Global Services support team, you will have the ability to work independently or as part of a team with VMware's most strategic customers and partners to drive their success.
To achieve this, the role will involve building close relationships/partnerships with our Field, Engineering and Product teams to ensure that VMware is delivering superior service and support to our customers. In addition, a key part of the role will be to assist in the development and mentoring of the team members to ensure that Global Support (GS) is well placed to support our customers.
To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.
Responsibilities
Own and drive the Customer Experience throughout the lifecycle of Service Requests (SR) to resolution.
Identify opportunities to develop tools, processes to improve efficiencies within the team.
Resolve technical issues through diligent research, reproduction, and troubleshooting
Be available and willing to assist and mentor Technical Support Engineers (TSEs)
Provide Mentorship and training for new / less tenured members of the team
Deliver Transfer of Information (TOI's) Sessions to TSEs to enhance knowledge and troubleshooting ability across the centre and globally
Create and promote the creation of solution content to assist with both SR deflection and/or reducing time to resolve of SRs
Collaborate with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.
Document all technical inquiries; develop and review content for knowledge systems.
Participate in testing alpha and beta products
Assist Support Domain Experts and other Technical Leads on areas of expertise - participate in proactive and global initiatives related to SR elimination and SR deflection eforts
Be available to travel to Customer sites and represent VMware GS, when necessary
Requirements
Willing to work during weekends on a rotational basis
Work from office - 5 days a week
Familiarity with systems management concepts, processes and standards (e.g. SNMP); capacity/performance management and tuning; and storage and network management
Understanding of modern IT production data center and Internet (ISP/ASP) hosting operations including Compute, Storage and Networking.
Good practical working ability with Linux/UNIX utilities or Windows, including editors and command shells, with an ability to provide technical support also.
Experience designing and/or supporting large enterprise deployments.
B.S. in Computer Science, Electrical Engineering, Math or other relevant IT computer based qualifications. Equivalent years of work experience in lieu of a degree may be considered.
8+ years of related work experience.
Hands on experience with vSphere product
Fluent in spoken and written English
Strong customer advocacy, management of escalated issues and relationship building skills
A minimum of a current VMware Certified Professional (VCP) certification or industry equivalent
Highly Preferred Skills