Technical Support Engineer - Level 3

Job Summary:

The Technical Support Engineer - Level 3 is a critical role within the Broadcom Support Organization, responsible for providing advanced technical support to customers, partners, and internal stakeholders. This role requires a deep understanding of Broadcom products, technologies, and industry trends, as well as exceptional problem-solving, communication, and interpersonal skills.

Key Responsibilities:

Technical Support:

Provide advanced technical support to customers, partners, and internal stakeholders via phone, email, and web-based channels, resolving complex technical issues related to Broadcom products and solutions.

Troubleshooting and Analysis:

Analyze and troubleshoot complex technical issues, identifying root causes and developing creative solutions to resolve problems efficiently and effectively.

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Knowledge Management:

Develop and maintain in-depth knowledge of Broadcom products, technologies, and industry trends, staying up-to-date with new releases, features, and best practices.

Collaboration and Communication:

Collaborate with cross-functional teams, including engineering, sales, and marketing, to resolve customer issues, provide feedback, and improve product development.

Escalation Management:

Manage and resolve escalated technical issues, ensuring timely resolution and customer satisfaction.

Process Improvement:

Identify and implement process improvements to increase efficiency, reduce resolution time, and enhance customer experience.

Requirements:

Education:

Bachelor’s degree in Computer Science, Engineering, or a related field.

Experience:

Minimum 5 years of experience in technical support, with a focus on networking, storage, or semiconductor products.

Skills:

Advanced technical knowledge of Broadcom products and solutions, including networking protocols, storage systems, and semiconductor technologies.

Excellent problem-solving, analytical, and communication skills.

Ability to work in a fast-paced environment, prioritizing multiple tasks and meeting deadlines.

Strong customer service and interpersonal skills, with the ability to work with diverse stakeholders.

Nice to Have:

Certifications:

Industry-recognized certifications, such as CCIE, CCNP, or equivalent.

Language Skills:

Fluency in multiple languages, with the ability to support global customers.

Experience with:

Cloud-based technologies, such as AWS, Azure, or Google Cloud.

Agile methodologies and tools, such as JIRA, Confluence, or equivalent.

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