Technical Support Engineer
Broadcom Inc.
Hyderabad 115 IT Park Area, IND
4d ago

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

Soft Skills

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.

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