Brocade Technical Support Engineer
Role Summary
The Technical Support Engineer functions as a member of the Global Technical Support organization 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
- Answer client technical inquiries (phone, email and web)
- Communicate effectively 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
- Document 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
- Analyze data traces from protocol analyzers
- Aid 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
- Be involved in the creation and completion of department and individual goals and fulfill all services requests received from customers
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
- Scripting knowledge is desired
- Excellent knowledge of customer communication, problem solving, planning and organization skills
- Excellent troubleshooting skills
- Strong verbal and written communication skills
- Works cooperatively with others as a teammate to achieve results, build morale, and celebrate the successes of others
- Additional European Language (Spoken business level.)
Physical requirements
- Frequent use of mouse and keyboard
- Frequent phone usage
- Occasional lifting
Compensation And Benefits
The annual base salary range for this position is USD 109,700.00 To USD 175,500.00
As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth.
All subject to relevant plan documents and award agreements.
Broadcom offers a competitive and comprehensive benefits package:
- Medical, dental and vision plans
- 401(K) participation including company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Company paid holidays
- Paid sick leave and vacation time
The company follows all applicable laws for Paid Family Leave and other leaves of absence.