Broadcom delivers semiconductors and infrastructure software for global enterprises’ most complex, mission-critical needs.
About the role
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What they're looking for
- Prioritize and balance workload to effectively manage multiple concurrent cases. Collaborate with other team members in case management and resolution
- Communicate business impact of product issues to the Development team and collaborate on prioritization and selection of solutions
- Lead and coordinate aged/escalated issues to the customer's satisfaction. Provide structured follow-up coaching for less experienced team members
- Utilize Knowledge Centered Service (KCS) processes to appropriately reuse, create, update, publish, and retire knowledge. Collaborate with colleagues in developing knowledge content
- Adhere to best practices and case hygiene in the case resolution methodology
- Participate in the weekend on-call rotation for Severity 1 support
More about this role
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2. If you already have a Candidate Account, please Sign-In before you apply.
This position is responsible for providing technical support for complex issues involving Mainframe Storage Management software to ensure our customers achieve their desired business outcomes. Technical Support Engineers are expected to deliver a superior customer experience by exhibiting technical expertise and timely and clear communications.
#Broadcomsoftware
Key Responsibilities
- Prioritize and balance workload to effectively manage multiple concurrent cases. Collaborate with other team members in case management and resolution.
- Analyze customer provided data and perform research to formulate potential solutions for customer issues. Provide assistance to prevent future issues by proactively sharing information with the customer regarding recent product updates and knowledge documents.
- Research and investigate complex issues for Broadcom product defects for associated product(s). Use logs, traces, dumps, debuggers, review of product code, scripts or other...
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