Please Note:

1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)

2. If you already have a Candidate Account, please Sign-In before you apply.

As a Support and Escalation Engineer, you will be responsible for resolving customer technical issues and supporting the newer members of the team. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.

To be successful in this role, you will: 

* Be handling complex queries while providing world class support to our customers. 

* Hands-on experience with diverse networking devices like routers, switches, firewalls 

* Working experience in Load-balancer/ADC Eg: Citrix Netscaler or F5

* Working knowledge of VMware Cloud Foundation products - VSphere, VSAN and NSX-T and Tanzu is preferred. 

* Working knowledge in cloud eco-systems like OpenStack, ESXi, OpenShift, AWS, Docker, Kubernetes, Azure and GCP is a plus 

* Knowledge on Linux OS is a plus 

* Experience with REST API or in Python programming is a plus 

* Familiarity with DevOps tools like Ansible, Puppet, Terraform is a plus 

* Troubleshoot, research and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role. 

* Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology. 

* Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems. 

* Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved. 

* Work in an environment of on-going development, and coaching, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success

On a day to day basis, you'll be responsible for a variety of initiatives, including: 

* Able to self-drive customer requirements and prioritize work 

* Function as technical point of contact for customer issues 

* Drive communication between customer and engineering teams, providing detailed communications and instructions 

* Able to create IN-DEPTH technical issue and resolution root cause analysis (RCA)

 * Identify and report product issues and prioritize resolution with the engineering teams 

* Create and maintain knowledge base articles to prevent & resolve similar issues quickly 

* Weekend and public holiday coverage availability

Requirements:

* Enterprise Escalation and Technical support experience

* Strong knowledge of L4-L7 protocols 

* Knowledge of web technologies like HTTP/HTTPS/REST API 

* Knowledge of networking components (Routing, Switching, Firewall, TCP/IP, etc.) 

* Understanding of Load balancing concepts 

* Understanding of Public & Private cloud ecosystems (Ex: VMware, AWS, OpenStack, Kubernetes etc) 

* Excellent communication, time management, and process adherence skills , willingness to work on shift

Minimum Requirements:

*Must be a U.S. Citizen (due to federal customer requirements)

*Willingness to work on weekends or holiday to ensure the coverage, this may change as per business needs

*Ability to troubleshoot networking issues at the L2-L7 layer.

*Fluent written and verbal communication skills in English

Education/Experience:

Bachelors degree in engineering and 5+ years of related experience or Masters degree in engineering and 3+ years of related experience

Additional Job Description:

Compensation and Benefits

The annual base salary range for this position is $101,000 - $162,000 

This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity 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.

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.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.