Maintain a high level of customer satisfaction and meet key performance indicators (KPIs) and relevant metrics.
Must be comfortable working in a shift model.
Cross-Functional Collaboration & Product Improvement
Interface and collaborate with cross-functional organizations (Sales, Services, Systems Engineering, Product Management, and Product Development) to prioritize customer requests.
Define and track bugs for the Development team and offer innovative ideas to improve overall product quality.
Participate in product design reviews, technical reviews, beta product testing, and pre-release testing to provide feedback on new features and enhancements.
Complete assigned projects, including process reviews, proof of concepts, product demos, and presenting at technical forums.
Documentation & Knowledge Management
Thoroughly document all customer interactions, status updates, and resolutions in existing case management tools.
Create clear, concise documentation (case management notes, technical tips, and white papers) and contribute to the Technical Support Knowledge Base to reduce future troubleshooting time and drive faster issue resolution.
Mentorship, Training & Professional Development
Research a wide array of technical topics, developing an in-depth knowledge of operating systems, infrastructure technologies, the security ecosystem, and Symantec products.
Collaborate with other support engineers by delivering in-the-moment coaching and guidance.
Develop and deliver training on troubleshooting techniques, product updates, and skill refreshers for the support organization, product specialists, and partners.
Take responsibility for personal career development through new product training, external/internal seminars, self-directed study, and seeking mentorship from senior staff and management.
Technical Skills and Qualifications
Education & Experience
Bachelor's degree in Computer Science or equivalent experience in a related field.
10+ years of experience working with customers in a fast-paced, high-tech, support-related position or similar engineering role.
Certifications
Must possess one or more of the following relevant industry certifications: MCSA, MCSE, CCNA, or CompTIA Security+.
Additional certifications such as CCNP, CCIE, CCSP, and/or CISSP are highly desired.
Networking & Security
Strong networking fundamentals, including TCP/IP (and TCP/IP stack), Packet Switching, Routing, and Network Topologies.
Advanced knowledge of application and routing protocols including NAT, DNS, DHCP, HTTP, MMS, RTSP, FTP, IM, QoS, and RPC.
Experience using telecom, packet sniffers, and networking tools such as Wireshark or SnifferPro.
Working knowledge of remote access technologies and inter-operations, including RADIUS, ACE, VPNs, LDAP, NTLM, and firewalls.
Working knowledge of Internet Services such as Web Services, Media Servers, Proxy services, browser, and media player operations.
Experience with Symantec Network Protection products and/or other network-internet security products is desired.
Familiarity with Intrusion Detection System brands and technologies, as well as Vulnerability Network Scanners, is an added advantage.
Operating Systems & Infrastructure
Expert-level understanding of Windows Server Concepts, with required experience in Windows Server 2008 and 2012.
Solid hands-on experience troubleshooting Windows OS and application-related issues (Windows Server/Client).
Experience with Linux OS Administration is an added advantage.
Strong working knowledge of Enterprise Level Infrastructure Technology, specifically Active Directory, DNS, and DHCP.
Working knowledge of Windows Exchange and/or other Mail systems.
Database, Virtualization & Scripting
Working knowledge of Relational Database principles and methodologies (e.g., SQL, Oracle).
Knowledge of virtualization technologies (VMWare, Hyper-V) is an added advantage.
Scripting or programming concepts are considered an added advantage.
Soft Skills & Competencies
Advanced troubleshooting and debugging skills.
Proven capability to own, drive, and take responsibility for issues.
Ability to multitask, prioritize, and work well under pressure.
Demonstrated leadership qualities.
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, 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.
