Escalation & Technical Support Engineer

A global technology leader that designs, develops and supplies semiconductor and infrastructure software solutions
$101,000 - $162,000
DevOps
Senior Software Engineer
In-Person
5+ years of experience
Enterprise SaaS

Description For Escalation & Technical Support Engineer

Broadcom, a global technology leader in semiconductor and infrastructure software solutions, is seeking a Senior Escalation & Technical Support Engineer. This role combines technical expertise with customer support excellence, requiring deep knowledge of networking, cloud ecosystems, and DevOps practices. The position offers a competitive salary range of $101,000-$162,000 with comprehensive benefits.

The ideal candidate will serve as a crucial bridge between customers and engineering teams, handling complex technical issues while maintaining exceptional customer service. You'll work with various technologies including Kubernetes, Linux, and cloud platforms, making this role perfect for someone who enjoys both technical problem-solving and customer interaction.

Key responsibilities include complex query resolution, creating detailed technical documentation, and participating in weekend/holiday coverage. The role requires strong expertise in networking protocols, load balancing, and cloud ecosystems, with opportunities to work with cutting-edge technologies and contribute to knowledge base development.

Broadcom offers an excellent benefits package including medical/dental/vision insurance, 401(k) matching, equity compensation, and work-life balance benefits. This is an excellent opportunity for experienced engineers looking to advance their careers in a leading technology company while making a significant impact on customer success.

Last updated 8 days ago

Responsibilities For Escalation & Technical Support Engineer

  • Handle complex queries while providing world class support to customers
  • Troubleshoot, research and resolve issues using labs, logs bundles and knowledge base
  • Partner with Engineering, Field Teams and Technical experts
  • Function as technical point of contact for customer issues
  • Create IN-DEPTH technical issue and resolution root cause analysis (RCA)
  • Create and maintain knowledge base articles
  • Weekend and public holiday coverage availability

Requirements For Escalation & Technical Support Engineer

Kubernetes
Python
Linux
  • Must be a U.S. Citizen (due to federal customer requirements)
  • Strong knowledge of L4-L7 protocols
  • Knowledge of web technologies like HTTP/HTTPS/REST API
  • Knowledge of networking components (Routing, Switching, Firewall, TCP/IP, etc.)
  • Understanding of Load balancing concepts
  • Understanding of Public & Private cloud ecosystems
  • Excellent communication, time management, and process adherence skills
  • Bachelors degree in engineering with 5+ years experience or Masters with 3+ years experience
  • Fluent written and verbal communication skills in English

Benefits For Escalation & Technical Support Engineer

Medical Insurance
Dental Insurance
Vision Insurance
401k
Parental Leave
  • Medical, dental and vision plans
  • 401(K) participation including company matching
  • Employee Stock Purchase Program (ESPP)
  • Employee Assistance Program (EAP)
  • Company paid holidays
  • Paid sick leave and vacation time
  • Paid Family Leave
  • Discretionary annual bonus
  • Equity compensation

Interested in this job?

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