Dedicated Technical Support Engineer 3 - VCF Compute

Broadcom-posted about 1 year ago
$71,000 - $125,000/Yr
Full-time • Mid Level
Broomfield, CO
5,001-10,000 employees
Computer and Electronic Product Manufacturing
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The Dedicated Technical Support Engineer 3 - VCF Compute at Broadcom is responsible for providing high-level technical support to customers, focusing on VMware virtualization technologies. This role involves troubleshooting complex issues, engaging with account teams, and collaborating with engineering teams to deliver exceptional service. The position emphasizes continuous learning and skill development, allowing engineers to become experts in their field while supporting strategic customers.

  • Resolve customer technical issues related to VMware virtualization technologies.
  • Support the team and overall support operations.
  • Engage with account teams and managers to deliver world-class technical support.
  • Troubleshoot customer issues with the support of tenured engineers.
  • Document interactions with customers regarding issues and resolutions.
  • Provide formal root cause analysis on critical customer situations.
  • Update and create knowledge articles for global circulation based on resolved issues.
  • Facilitate proactive service and relationship development through regular cadence calls with customers.
  • Assist with troubleshooting during software updates and migrations.
  • Bachelor's degree preferred or equivalent years of experience in lieu of a degree plus 5+ years of industry working experience, or a Master's degree plus 3+ years of industry working experience.
  • Excellent communication skills and account management/customer engagement experience.
  • Fluency in spoken and written English.
  • Strong experience with VMware products and understanding of cloud and virtualization technologies.
  • Advanced knowledge of vSphere ESXi and vCenter Server.
  • Experience in handling ESXi and vCenter deployments and upgrades.
  • Expert in troubleshooting vSphere & vCenter Server service down scenarios and performance issues.
  • Expert knowledge in VMFS/NFS architecture and troubleshooting.
  • Experience with core vSphere features such as HA / DRS / vMotion.
  • Certifications in Linux or other technologies for managing on-premise or hosted hardware and software solutions.
  • Experience with administering and querying/troubleshooting multiple database types (e.g., Postgres & MS SQL).
  • Knowledge of scripting languages such as Python / PowerShell.
  • Experience in a technical support role within the IT industry.
  • Familiarity with multi-vendor troubleshooting.
  • Experience in customer-facing roles.
  • 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.
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