Bachelor’s degree in any field
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.
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.