Support Engineer Jobs

About The Position

Requirements

• 12+ years of related experience with a bachelor's degree, 10+ years with a master's degree, or 7+ years with a PhD.
• Bachelor's degree in CS, CIS, or MIS required.
• Specialized technical expertise and subject matter knowledge across multiple products or solutions.
• Knowledge at administrator, support, developer, or equivalent level of Automic Automation, Automic Applications Manager, or Automic Dollar Universe.
• Knowledge of one or more listed operating systems: Microsoft Windows Server, Sun Solaris, Linux, HP-UX, AIX, or z/OS.
• Knowledge of one or more listed web servers: Jetty, Apache Tomcat, Microsoft IIS, Sun One, Domino, or IHS.
• Knowledge of one or more listed application servers: IBM WebSphere, BEA WebLogic, or JBOSS.
• Knowledge of directory servers such as Sun One Directory Server, Microsoft Active Directory, CA Directory, or equivalent LDAP directories.
• Knowledge of databases such as PostgreSQL, Oracle, Microsoft SQL Server, Sybase, or DB2.
• Knowledge of software development technologies or formats such as Java, C/C++, Perl, SAML, SOAP, JSON, REST, XML, or HTML.
• Knowledge of scripting technologies such as PowerShell, bash, or SQL.
• Knowledge of networking and protocols including TCP/IP, HTTP, DNS, and SSL.
• Knowledge of container or virtual environment tools such as VMWare, GCP, Azure, AWS, Docker, or OpenShift.
• Confident, articulate, and professional written and verbal communication through phone, email, and virtual meetings.
• Strong customer-facing skills under pressure, with the ability to react, adapt, and respond professionally to complex and emotional situations.
• Ability to perform in-depth evaluations of complex issues involving variable factors.
• Ability to collaborate across areas of expertise and provide technical and execution leadership.
• Flexibility to work various shifts and provide rotational pager support as required.

Nice To Haves

• Postgraduate degree is typically expected.
• Technical certifications in Linux, Ansible, Terraform, Kubernetes, Networking, or Cloud.
• Cloud certification in GCP, AWS, Azure, or Oracle is preferred.

Responsibilities

• Provide omni-channel support for products and solutions and technical leadership within GCS.
• Serve as a subject matter expert on multiple products and solutions and provide technical guidance and thought leadership.
• Analyze complex issues using logs, traces, dumps, debuggers, product code, scripts, and other software tools before escalating to Engineering.
• Collaborate with resources outside the engineer's area of expertise to resolve customer-reported problems.
• Champion organizational projects, programs, and business initiatives to improve performance and customer experience.
• Demonstrate technical and execution leadership to drive team success.
• Coach and mentor other team members.
• Provide technical leadership in Broadcom communities and the Knowledge-Centered Service methodology and process.
• Lead knowledge management success across GCS and proactively contact power users to answer community questions.
• Participate in customer technical events, including site visits, user group meetings, and webinars.
• Develop and deliver training on industry trends, product and technology changes, product lifecycle, and future direction of supported products or product lines.
• Influence Product Management regarding product enhancements that improve customer experience and supportability.
• Create lab environments to replicate customer issues.
• Follow case management best practices and identify ways to improve case-data and documentation quality and integrity.
• Work various shifts and provide rotational pager support as required.
• Architect and implement AI-powered tools and bots for support; partner with product teams on AI-driven self-service and telemetry requirements; mentor others in building automated workflows.

Benefits

• Discretionary annual bonus.
• Competitive new-hire equity grant and the opportunity for annual equity awards.
• Medical, dental, and vision plans.
• 401(k) participation with company matching.
• Employee Stock Purchase Program (ESPP).
• Employee Assistance Program (EAP).
• Company-paid holidays.
• Paid sick leave and vacation time.
• Paid Family Leave and other leaves of absence in accordance with applicable laws.