L2 Technical Support Engineer

TD SYNNEX

1d•Remote

About The Position

An L2 Technical Support Engineer is responsible for providing advanced technical support for Symantec and Broadcom Endpoint Security products, delivering 24x7 reactive and proactive support for enterprise customer environments. This role supports complex security deployments, integrates with customer infrastructure, and resolves high-impact incidents to restore and maintain secure system operations. The L2 technician will act as a trusted advisor, collaborating with customers, onsite technicians, Broadcom engineering, and internal teams to diagnose complex issues, drive resolution, and improve overall security posture. The role requires deep endpoint security expertise, strong troubleshooting skills, and disciplined incident management aligned with ITIL best practices.

Requirements

5+ years of hands-on experience supporting Symantec/Broadcom or equivalent technologies.
Bachelor’s degree in computer science, Cybersecurity, IT, or equivalent experience.
Experience troubleshooting: Endpoint and Endpoint Management platforms
Windows and macOS operating systems
Networking technologies and protocols
Server administration environments
Packet analysis tools (e.g., Wireshark)
Endpoint Protection, EDR, and XDR concepts
Malware analysis and threat detection workflows
Policy management, exclusions, and tuning
Endpoint performance troubleshooting
Networking fundamentals (TCP/IP, DNS, proxy, firewall)
SIEM and log ingestion platforms
Packet analysis tools (e.g., Wireshark)
Excellent analytical and problem-solving skills with the ability to resolve complex issues efficiently.
Confident, articulate communication skills—written and verbal—with customers and internal stakeholders.
Proven ability to remain professional and customer-focused under pressure.
Strong collaboration skills across technical, engineering, and business teams.
Demonstrated technical leadership and mentoring capability.
Ability to collaborate globally across time zones and teams.

Nice To Haves

ITIL Foundation certification preferred.
Broadcom / Symantec certifications strongly preferred.
Additional certifications a plus: Security+ / CISSP CCNA / CCNP

Responsibilities

Provide professional, courteous technical support to internal and external customers via phone, email, and virtual collaboration tools.
Deliver reactive and proactive technical support across OEM hardware, infrastructure, and security platforms.
Diagnose and resolve complex technical issues using logs, traces, dumps, debuggers, scripts, and lab environments.
Manage incidents, problems, and changes in strict accordance with ITIL-aligned ticket management procedures.
Maintain accurate, complete, and timely case documentation within the ticketing system.
Meet or exceed contractual SLAs through efficient troubleshooting and resolution.
Develop technical service plans to support onsite hardware repairs and replacements.
Remotely guide and support onsite technicians to ensure correct repair procedures and OEM compliance.
Validate system functionality post-repair and confirm restoration of service availability.
Serve as a designated technical contact for assigned customer accounts.
Participate in scheduled customer calls to review incidents, progress cases, and provide proactive guidance.
Identify trends, risks, and opportunities to improve customer environments and service outcomes.
Collaborate with engineering, product, sales, and account teams to resolve escalations and improve product supportability.
Contribute to internal and customer-facing knowledge bases using Knowledge-Centered Service (KCS) practices.
Participate in scrum and agile activities, including feature reviews, lab testing, and validation.
Mentor and coach L1 engineers on Symantec/Broadcom troubleshooting methods, and process adherence.
Build and deliver technical training sessions as required.
Maintain OEM certifications and stay current on supported technologies.
Participate in on-call rotations, including weekends and public holidays, as required.
Demonstrate flexibility and adaptability in response to evolving business and customer needs.
Demonstrated Root Cause and Corrective Action (RCCA) analysis and customer reporting
Represent TD Synnex-Shyft Services professionally in customer-facing technical events, user groups, and webinars.

Benefits

Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume