Job Description :
Broadcom Software Support Engineer - Job Description
Are you looking to support software products which ensure successful data operations at the world’s largest banks, insurance companies, retailers, Fortune 200 customers and more?
Are you looking to work at a company that ?
Are you looking for a career that is challenging, rewards hard work and performance, and whose management cares about your professional growth?
Are you looking to work at a company that values their employees and demonstrates it through generous compensation and benefits (including base, bonus, benefits, stock and more)?
If you answered yes to the above then please keep reading as you may be our next Broadcom Software Support Engineer.
The Opportunity - Broadcom Software Support Engineer
The Broadcom IT Service Management team in Poland is searching for highly skilled customer focused technical support engineers.
You'll need to be a self-motivated team player with a strong computer science background. You'll also need to be dynamic in thought, adaptable in style, and brave enough to think outside of the box - all in the name of supporting the next-generation of world class IT solutions.
To be part of our team - the brains behind supporting the world's leading IT management software - you'll need to be bold, decisive, and have a true desire to partner and collaborate with like-minded, creative colleagues, every single day.
IT Service Management (ITSM) is about combining the right technology with IT best practices to help deliver services to your customers.
In today’s world of fast-moving changes, IT organizations need to be adaptable and leverage modern technologies and processes to be competitive.
CA Service Management is a robust enterprise class IT service management solution verified across 12 ITIL® processes by Pink Elephant.
The solution is anchored by a modern and intuitive service desk featuring an innovation-award-winning user experience that allows analysts to work more naturally, to manage incidents faster and deliver better customer service.
Key Responsibilities & Skills
Broadcom Software Support Engineers are responsible for troubleshooting and resolving technical problems for Broadcom Enterprise Software customers for multiple solutions and underlying technologies using superior expertise in technical skills, guidance, mentorship and leadership.
Confident, articulate, and professional written and verbal skills through phone, email, and Webex engagements
Exhibit strong customer facing skills while under pressure with the ability to react, adapt, and respond professionally to complex and emotional situations
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors (Use logs, traces, dumps, debuggers, reviewing product code, scripts or other software tools as a precursor to involvement by the Engineering team)
Collaborates well with resources outside 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
Coaches and mentors other team members
Provide technical leadership in Broadcom communities and Knowledge-Centered Service methodology and process
Understand the Product Lifecycle and future direction for the supported products or product line
Actively participate in scrum teams : including documentation and requirements review, feedback on sprint demonstrations, test and validate demo environments, and identifying supportability requirements
Creation of lab environments to replicate customer issues
Document reproduction steps for QA and Engineering where potential defects are identified
Adhere to case management best practices and look for new ways to improve the quality and integrity of case data / documentation
Flexibility to work various shifts and provide rotational pager support as required
Advanced customer service skills to include de-escalation or preventing the escalation of situations
Proactive approach to problem solving
The ability to work under pressure, via the phone or a remote session, and manage own work with limited supervision
Case management skills to include organization and time management
The ability to research and find answers throughout various knowledge repositories before relying solely upon others
Ability to work as a team player, both helping and receiving help from amongst the team(s)
Attention to detail and thoroughness in what you do
A drive to better both yourself and those around you through learning and experience
The ability to multitask, even when under pressure
The ability to write clear and concise communication (documents, emails, etc) at a business level
What You Need
Bachelor’s Degree in CS, CIS, or MIS required
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.
We will also consider qualified applicants with arrest and conviction records consistent with local law.
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.