Brocade Technical Support Engineer

Broadcom•Broomfield, CO

34d•$109,700 - $175,500•Onsite

About The Position

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
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

Nice To Haves

Scripting knowledge is desired
Additional European Language (Spoken business level.)

Responsibilities

Answer client technical inquiries (phone, email and web) and 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.
Document 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.
Be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.