Dedicated Technical Support EngineerApply locations: IRL-Cork-Kavanagh House
Time type: Full time
Posted on: Posted 29 Days Ago
Job requisition id: R021602
Job Description: We are looking for an engineer proficient in our VCF suite to work as a remote-based Dedicated Technical Support Engineer for one of our key customers located in Europe.
This role requires the successful candidate to be located in our Cork office (Ireland).
As a Dedicated Technical Support Engineer, you will provide support to one of our key strategic customers who are transforming their IT environments using VMware by Broadcom products, in isolating, diagnosing, reproducing, and fixing technical issues in a timely manner.
To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills, and embrace challenges.
As a Level 3 Technical Support Engineer, you will learn and expand your VMware virtualization technologies to help our customers troubleshoot, understand, and overcome challenges in their operation.
First steps in this role will be to upskill on our support processes and tools to understand how we work as part of a global team.
Once achieved, you will begin supporting a designated strategic VMware by Broadcom customer environment focusing on VCF environment.
You will quickly learn to troubleshoot and handle customer support requests individually and use your experience and new skills gained to benefit others in the team.
Regular follow-up with customers with recommendations, updates, and action plans is required.
Engagement with account teams and managers will be necessary to deliver world-class technical support for this dedicated customer.
You will engage regularly with engineering teams to bring value to customers and resolve politically and technically escalated issues.
As your skill set grows, you may choose to work to expand your knowledge on other related products and progress your skillset on more technologies.
Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide effective solutions to customer issues.Create new knowledge opportunities to capture new learnings for reuse throughout the organization.Participate in technical communications with peers to share best practices and learn about new technologies.Focus on an area of technical specialization and attend technical training.Read and work with other technical support engineers on cases to cultivate that expertise.Account management experience and/or customer engagement responsibility is desirable.The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources.Ability to research problems and document their solutions.Strong level of knowledge in vSphere and other VMware products.Minimum Requirements: 5+ years of work experience in enterprise technical support with specialist skills using our vSphere products.Good interpersonal communication and customer service skills are needed to work successfully with customers in high-stress and/or ambiguous situations.Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.Logical approach to problem solving & strong troubleshooting experience.Flexible to work evening/night hours and weekends long term if required.
This may change as per business needs.Account management experience and/or customer engagement responsibility is desirable.Qualifications: Strong IT Skillset: OS, Physical Infrastructure, Virtualization, and SDDC.Fluent written and verbal communication skills in English.Certifications (VCP, CCNA, CCNP, MCSE, RHCE, etc.)
or equivalent.Advanced or Intermediate level understanding of the following technologies: Networking (Layer 2, Layer 3), Storage (FC, iSCSI, etc.
), Linux/Windows Server.Broadcom is proud to be an equal opportunity employer.
We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status, or any other characteristic protected by federal, state, or local law. If you are located outside the USA, please be sure to fill out a home address as this will be used for future correspondence.
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