Escalation & Technical Support Engineer
Description For Escalation & Technical Support Engineer
Broadcom, a global technology leader in semiconductor and infrastructure software solutions, is seeking an experienced Escalation & Technical Support Engineer. This role combines technical expertise with customer service excellence, focusing on resolving complex technical issues and supporting team members. The position requires deep knowledge of networking, cloud ecosystems, and modern DevOps practices. You'll work with various teams, troubleshoot complex issues, and create documentation for global use. The role offers competitive compensation ($119,000-$190,000) and comprehensive benefits. This is an excellent opportunity for experienced professionals who enjoy technical problem-solving and want to work with cutting-edge technology while making a direct impact on customer success. The position requires U.S. citizenship and offers growth opportunities within a leading technology company. You'll be part of a collaborative environment, working with highly skilled engineers and supported by a committed leadership team.
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
- Create and maintain knowledge base articles
- Function as technical point of contact for customer issues
- Drive communication between customer and engineering teams
- Create technical issue and resolution root cause analysis (RCA)
- Weekend and public holiday coverage availability
Requirements For Escalation & Technical Support Engineer
- 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 and 8+ years of experience or Masters degree with 6+ years
- Fluent written and verbal communication skills in English
Benefits For Escalation & Technical Support Engineer
- 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
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