Senior Technical Support Engineer - NSX, Cork
Client:
Broadcom Inc.
Location:
Cork, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
6286083f5282
Job Views:
92
Posted:
22.01.2025
Expiry Date:
08.03.2025
Job Description:
The Elevator Pitch: Why will you enjoy this new opportunity?
NSX Technical Support Engineers (TSEs) are the lifeblood of Global Support, passionate about helping Broadcom customers and committed to solving their most complicated issues in a timely fashion. As a Senior Technical Support Engineer, you are the trusted ally of our global customers and the expert they turn to for troubleshooting, diagnosis, and resolution. Our Technical Support Engineers are the “face” of Broadcom to IT professionals worldwide.
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 TSEs 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?
As a first-year NSX Senior TSE, you will undergo a substantial skills development training program focused on learning our NSX product, tools & processes. NSX is the network virtualization and security platform that enables Broadcom's cloud networking solution with a software-defined approach to networking that extends across data centers, clouds, and application frameworks.
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.
To be successful in this role, you must be a motivated self-starter and resourceful learner, have previous experience working as a network administrator or in a networking support role, possess strong customer interaction and problem-solving skills, have proven expert knowledge and experience with one or multiple networking areas, and be able to prioritize multiple requests and work assignments. If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with Broadcom.
What type of work will you be doing? What assignments, requirements or skills will you be performing on a regular basis?
Our Technical Support Engineers are trusted advisors and experts that Broadcom customers seek out when they have a question or issue. The responsibilities for this role include:
1. Engaging with global customers via email, and/or virtual collaboration sessions.
2. Troubleshooting with global customers and/or reproducing issues in a lab environment.
3. Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.
4. Partnering with internal stakeholders like engineering, field teams, and other technical experts to drive resolution to critical situations.
5. Collaborating with experienced Senior engineers to troubleshoot complex environments, review logs, and communicate detailed action plans.
6. Researching issues via our internal knowledge base.
7. Creating and updating knowledge base articles.
8. Creating training material and coaching/mentoring new team members.
9. Maintaining a positive customer experience in every interaction.
10. Driving global escalations towards resolution and generating Root Cause Analysis reports.
11. Dealing with customers in English within the EMEA region.
12. 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 be considered.
What is the leadership for this role? What is the structure and culture of the team like?
You will collaborate with teams from across the globe. Managers will provide guidance and coaching to help you achieve your maximum potential. We value fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways of delivering support. Our culture is one of possibility. Everyone is empowered to develop new ways to achieve success.
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.
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