Technical Support Engineer, Level 3 – VCF Telco Cloud Platform

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Job Description:

Senior Technical Support Engineer, Level 3 – VCF Telco Cloud Platform

The Elevator Pitch: Why will you enjoy this new opportunity? 

Do you see yourself as a virtualization guru? Do you hunger for highly complex technical challenges?  Do you love the world of virtualization? Do you thrive on learning new technologies and educating others on the intricacies of virtualization? Are you a natural collaborator that craves working with enthusiastic, creative, customer focused teams that support the world’s leading edge software products spanning every imaginable industry across the entire globe?  

The VCF Service Provider & Edge (SPE) team supports global strategic service providers running the Telco Cloud Platform product bundle. The SPE support team combines multiple product experts with telecommunications and edge business case knowledge. This broad expertise allows us to tackle complex technical challenges more effectively than product specific support teams, ensuring higher quality and more reliable support services.

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Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? 

As a Level 3 Senior Technical Support Engineer in the SPE team, you will use your in-depth knowledge of multiple VMware products and technologies to help strategic service providers troubleshoot, understand, and conquer their virtualization challenges. Your expertise will be essential to support our customers, design and implement best practices, contribute to knowledge base creation, and resolve technical escalations. 

• We start with enhancing your current knowledge! We want you to be confident, ready, and capable of working through technical challenges. From Day 1 your education will be a focus. In depth and relevant training will see you successful with customers and earning VMware by Broadcom’s professional certificates.  

• Once onboarding is completed you will be partnered with a senior level team member that has similar deep technical knowledge and a history of working with our most challenging situations.  

• As a Level 3 Senior Technical Support Engineer you will work with your colleagues to upskill them in your areas of expertise, work with engineering and product development, utilize your expertise to advocate for our customers and the changes they want to our products, and directly support our field teams on customer engagements, and escalations.  

• VMware by Broadcom knows the world is always moving forward. We move with it. We strive to not only make you an expert but keep you there. Continuous training, career development, and a focus on providing superior customer support makes sure you are always growing and ready to exceed the customers expectation for support delivery. 

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The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? 

As a Level 3 Senior Technical Support Engineer, you will be responsible for resolving customer technical issues, growing your support team’s overall knowledge, and influencing the support operation based on your expertise. Crucial qualities for this role are being team oriented, highly motivated, eager to learn new methods and technologies, strong technical problem-solving skills, customer centric and forward looking.  

Your success in this role will pivot around:

• Work independently to resolve customer, TSE, and team issues while assisting the management team in the team's overall development. 

• Leverage your VMware by Broadcom expertise to support customers and peers 

• Being highly communicative and willing to learn and practice new communication methods. 

• Able to apply logic to a situation and able to work creatively when information may be disjointed or missing 

• Provide World Class Support to our customers 

• Partner with Engineering teams, field teams, customer success teams to provide holistic and meaningful solutions 

• Sharing your knowledge. Be it with Knowledge Base articles, developing micro training for peers and customers, partnering with peers, or spending time with a customer to increase their knowledge of VMware products.

Work in an environment that thrives on cross organizational collaboration, understands the critical nature of constant education and growth, highly skilled peers and a leadership team that is side by side with you as you develop and grow.

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The following will help you to be successful and support global enterprise customers within a team environment:

• You will have experience with VMware products with a good understanding of cloud and virtualization technologies, including working product knowledge of VMware vSphere or another VMware technology.

• Have a Bachelors degree with 5+ years of related industry working experience or aMasters degree with 3+ years experience.

• Hold excellent communication skills and account management or customer engagement experience.

• Be fluent in spoken and written English language.

• Able to troubleshoot, research, and resolve a wide range of issues in creative ways using labs, logs bundles, peer to peer collaboration and other tools you will learn in this role.

• Strong ability to document your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.

• Certifications in Linux, Linux-enabled solutions, or other technologies for managing on premise or hosted hardware and software solutions will allow you to navigate through complex issues (e.g., Installation, Upgrades, Setting up Networking, Managing System Storage)

• Ability to partner with Engineering, Field Teams, and technical experts to resolve issues and make it easier for customers to use our technology. 

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What is the leadership like for this role? What is the structure and culture of the team like?

The selected candidate will be reporting to one of the Technical Support Managers. Managers have a considerable amount of experience in managing enterprise support and leading the team to success through the company’s values. Leadership is deeply invested in the teams’ careers development and has a successful track record of ensuring the team is successful as a unit and ensuring the individual team members progress in their careers.

Leadership practises high ethical management and provides a good work environment while being employee friendly.

If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with Broadcom.

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Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, colour, 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.

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.