Technical Support Engineer
Description For Technical Support Engineer
VMware by Broadcom, a leader in virtualization and cloud infrastructure solutions, is seeking a Technical Support Engineer to join their team of 20,000+ professionals across 50+ global locations. This role is crucial in supporting their extensive customer base of over 350,000 enterprise and SMB customers.
As a Technical Support Engineer, you'll be at the forefront of customer support, working with VMware by Broadcom's products to diagnose, reproduce, and resolve technical issues. The position requires a blend of technical expertise in networking, virtualization, and Kubernetes, along with strong customer service skills. You'll be handling high-pressure situations, managing customer escalations, and working closely with engineering teams to solve complex technical challenges.
The company offers a comprehensive benefits package including competitive salary ($78,000 - $125,000), medical benefits, 401(k) matching, equity compensation, and various other perks. This is an excellent opportunity for someone with strong technical problem-solving abilities and a passion for customer service to join a global technology leader.
What makes this role particularly appealing is the chance to work with cutting-edge virtualization and cloud technologies while being part of a company that values innovation, collaboration, and continuous learning. You'll have the opportunity to specialize in specific technical areas, contribute to knowledge base articles, and work with federal accounts, making this role both challenging and rewarding for the right candidate.
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
- Escalate issues according to standard procedures
- Create new knowledgebase articles
- Collaborate with engineering and development teams
- Act as primary point of contact for federal accounts
- Handle high-pressure situations and manage customer escalations
Requirements For Technical Support Engineer
- Fluent written and verbal communication skills in English
- Legal authorization to work in the U.S.
- Strong interpersonal communication and customer service skills
- Strong aptitude for learning new technologies
- Strong Knowledge in Core Networking, Virtualization and Kubernetes
- Knowledge of L3 and L2 Protocols
- Ability to troubleshoot networking issues at the L2-L7 layer
- Bachelor's degree preferred or equivalent experience
- 5+ years related experience
- Willingness to work weekends or holidays as needed
Benefits For 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
- Annual discretionary bonus
- Equity compensation
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