Brocade Technical Support Engineer

Broadcom•San Jose, CA

18d•Onsite

About The Position

If you're looking to energize your career, now is a great time to join Broadcom. As a leading provider of data center storage area networking solutions and products, Broadcom helps organizations around the globe achieve their most critical business objectives. Today, Broadcom is extending its proven data center expertise across the entire network with future-proofed solutions built for consolidation, virtualization, and cloud computing. Role Summary The Technical Support Engineer functions as a member of the Global Technical Support organization to provide technical support via phone, email and web for Broadcom / Brocade OEMs and customers. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues.

Requirements

BS or MS degree in Electrical Engineering/Computer Engineering or equivalent work experience
Minimum of 5 years’ experience in a Technical Support Environment
Working knowledge of networking technologies and protocols, storage area network (SAN)
Understanding of SNMP monitoring and management
Excellent knowledge of Windows and Linux/UNIX servers
Scripting knowledge is desired
Ability to rapidly adopt new technologies
Excellent customer communication, problem solving, planning and organization skills
Excellent troubleshooting skills
Strong verbal and written communication skill
Works cooperatively with others as a teammate to achieve results, build morale, and celebrate the successes of others
Additional European Language (Spoken business level.)
Frequent use of mouse and keyboard
Frequent phone usage
Occasional lifting

Responsibilities

The Technical Support Engineer is a direct resource to answer client technical inquiries (phone, email and web) and must have the ability to effectively communicate to both clients and internal personnel while working under pressure.
Understand, troubleshoot, diagnose and resolve OEM and customer issues.
Define and manage problem resolution plans and communicate closure / resolution to OEMs and customers.
Documents client calls in the service request database; provide troubleshooting skills; lab replication and research for more difficult problems; ensure client expectations are properly managed, and that technical issues and needs are resolved to the client's satisfaction in a timely manner.
Effectively manage many different tasks simultaneously.
Document sequence of events related to resolving OEM and customer technical issues.
Analyze data traces from protocol analyzers.
Assist in improving and creating processes and procedures to improve quality and productivity in the Support Team
Work as part of the Global Team, seamlessly providing support to OEMs and customers regardless of location / time zone.
The Technical Support Engineer will be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.