Technical Support Engineer
Description For Technical Support Engineer
VMware by Broadcom, a leading force in virtualization and cloud infrastructure, is seeking a Technical Support Engineer to join their Application Networking Security Business Unit. This role combines technical expertise with customer service excellence, supporting a vast customer base of over 350,000 enterprise and SMB clients. The position offers an opportunity to work with cutting-edge technologies in virtualization, networking, and cloud infrastructure.
The ideal candidate will be a problem-solving expert with strong technical capabilities in networking, virtualization, and Kubernetes. You'll be responsible for providing high-level technical support, troubleshooting complex issues, and maintaining strong relationships with federal accounts. The role requires a blend of technical proficiency and excellent communication skills, as you'll be interacting directly with customers and collaborating with engineering teams.
Working at Broadcom means joining a global team of 20,000+ professionals across 50+ locations, committed to innovation and excellence. The company offers comprehensive benefits, competitive compensation including equity opportunities, and a culture focused on passion, innovation, and active learning. This role is perfect for someone who thrives in a fast-paced environment, enjoys technical problem-solving, and is dedicated to providing exceptional customer support.
The position offers significant growth potential, with opportunities to specialize in specific technical areas and contribute to the company's knowledge base. If you're passionate about technology, customer success, and want to be part of a leading technology company that's shaping the future of cloud computing and virtualization, this role presents an excellent opportunity for career advancement.
Responsibilities For Technical Support Engineer
- Resolve customer issues via telephone, email, or Zoom session
- Reproduce issues in-house and respond promptly
- Regular follow-ups with customers with recommendations and action plans
- Escalate issues according to standard procedures
- Create new knowledgebase articles
- Collaborate with engineering teams to resolve complex technical challenges
- Act as primary point of contact for federal accounts
- Handle high-pressure situations and manage customer escalations
Requirements For Technical Support Engineer
- Bachelor's or Master's in Computer Science/Engineering
- 8+ years related experience (6+ years in enterprise technical support)
- Fluent written and verbal communication skills in English
- Strong knowledge in Core Networking, Virtualization and Kubernetes
- Knowledge of L3 and L2 Protocols
- Ability to troubleshoot networking issues at L2-L7 layer
- NSX and Firewall knowledge (preferred)
- Legal authorization to work in the U.S.
- Willingness to work weekends or holidays as needed
Benefits For Technical Support Engineer
- Medical, dental and vision plans
- 401(K) participation with company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Paid holidays, sick leave and vacation time
- Paid Family Leave
- Annual discretionary bonus
- Equity compensation
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