Automic Principal Support Engineer (ICB5)

Broadcom•Bellevue, WA

5d•$110,800 - $177,300

About The Position

Broadcom Principal Support Engineers are responsible for providing omni-channel support for products and solutions and providing technical leadership and comprehensive technical guidance within GCS. They work on advanced complex technical projects or business issues requiring state of the art technical knowledge or industry, acting as recognized in-house experts on specific technologies and providing thought leadership to achieve company goals.

Requirements

12+ years of related experience with a Bachelor's degree, 10+ years with a Master's degree, or 7+ years with a PhD.
Specialized level of technical expertise and acts as a subject matter expert for multiple products/solutions.
Knowledge of applications or technologies listed below at an administrator, support, developer level, and/or equivalent:
Applications: Automic Automation, Automic Applications Manager, Automic Dollar Universe
Operating Systems: Microsoft Windows Server, Sun Solaris, Linux, HP-UX, AIX, z/OS platforms
Web Servers: Jetty, Apache Tomcat, Microsoft IIS, Sun One, Domino, or IHS
Application Servers: IBM WebSphere, BEA WebLogic, or JBOSS
Directory Servers: Sun One Directory Server, Microsoft Active Directory, CA Directory, or equivalent LDAP directories
Databases: PostgreSQL, Oracle, Microsoft SQL Server, Sybase, DB2
Software Development: Java, C/C++, Perl, SAML, SOAP, JSON, REST, XML, or HTML
Scripting: PowerShell, bash, SQL
Networking and protocols: TCP/IP, HTTP, DNS and SSL
Container or virtual environment tools: VMWare, GCP, Azure, AWS, Docker, or OpenShift
Confident, articulate, and professional written and verbal skills through phone, email, and virtual meeting engagements.
Strong customer facing skills while under pressure, with the ability to react, adapt, and respond professionally to complex and emotional situations.
Ability to work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
Flexibility to work various shifts and provide rotational pager support as required.

Nice To Haves

Cloud certification preferred (GCP, AWS, Azure, Oracle)
Technical certifications preferred: Linux, Ansible, Terraform, Kubernetes, Networking, Cloud certs

Responsibilities

Provide omni-channel support for products and solutions.
Provide technical leadership and comprehensive technical guidance within GCS.
Work on advanced complex technical projects or business issues requiring state of the art technical knowledge or industry.
Act as recognized in-house experts on specific technologies and provide thought leadership to achieve company goals.
Use logs, traces, dumps, debuggers, reviewing product code, scripts, or other software tools as a precursor to involvement by the Engineering team.
Collaborate with resources outside their own area of expertise to resolve customer reported problems.
Champion organizational projects, programs, and/or business initiatives using demonstrated creativity and ingenuity to improve performance and customer experience.
Demonstrate technical and execution leadership to drive overall team success.
Coach and mentor other team members.
Provide technical leadership in Broadcom communities and Knowledge-Centered Service methodology and process.
Act as a role model and lead knowledge management success across GCS, proactively contacting power users to answer community questions.
Participate in customer technical events (i.e. site visits, user group meetings and webinars).
Develop and deliver training on industry trends, product/technology changes, product lifecycle, and future direction of supported products or product lines.
Influence Product Management regarding product enhancements to improve the customer experience and supportability.
Create lab environments to replicate customer issues.
Adhere to case management best practices and look for new ways to improve the quality and integrity of case data/documentation.
Architect and implement AI-powered tools/bots to advance new support ideas, partnering with product teams on AI-driven self-service and telemetry requirements while mentoring others on building automated workflows.