Technical Support Engineer III - Storage

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* Job Description:

**** Technical Support Engineer III - Storage*
* ** VMware Cloud Foundation (VCF) Division Overview
** The VMware Cloud Foundation Division enables organizations around the world to run their business critical and modern applications in a secure, resilient, and cost-efficient manner. With our flagship product VMware vSphere, and our industry-leading technologies including vSAN, NSX and Aria, Broadcom customers receive the scale and agility of a public cloud with the security and performance of a private cloud.

Modern infrastructures, accelerated application innovation, and predictable TCO savings and investment returns are just a few of the benefits from having a private cloud infrastructure powered by VMware Cloud Foundation.

Together, our bold group of technology professionals with diverse backgrounds – spanning engineering, products, marketing, partners, professional services, and global support services – is focusing on what can be for the largest enterprises, governments, financial services, healthcare, manufacturing and educational institutions of the world.

Storage Technical Support Engineers (TSEs) are the lifeblood of Global Support, passionate about helping Broadcom customers and committed to solving their most complicated issues in a timely fashion. As a Senior Technical Support Engineer, you are the trusted ally of our global customers and the expert they turn to for troubleshooting, diagnosis, and resolution. Our Technical Support Engineers are the “face” of Broadcom to IT professionals world-wide.

When you join Broadcom as a Storage Senior Technical Support Engineer, you will learn and support our latest technology, provide mentoring to new engineers, receive mentoring from Tech Leads and become eligible for performance bonuses. Storage TSE’s who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines.

As a Technical Support Engineer III, we will take your current expertise and expand your storage knowledge to new heights! You could be partnering with our customers to troubleshoot, understand and overcome challenges in their storage  the first few days after joining Broadcom, you will undergo a substantial skills development training program focused on learning our Storage product, tools & processes.

After an 8-week onboarding program that includes technical, process and soft-skills training, you will shadow and collaborate with fellow Senior TSEs to learn the skills and habits necessary to deliver unparalleled customer experiences. Within 12 weeks, you will begin engaging directly with Broadcom global customers and partnering with them to resolve critical issues.

Our Technical Support Engineers are trusted advisors and experts that Broadcom customers seek out when they have a question or issue. The responsibilities for this role include:
· Engaging with global customers via email, and/or virtual collaboration sessions.  
· Troubleshooting with global customers and/or reproducing issues in a lab environment.  
· Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.  
· Partnering with internal stakeholders like engineering, field teams and other technical experts to drive resolution to critical situations  
· Collaborating with experienced Senior engineers to troubleshoot complex environments, review logs and communicate detailed action plans.  
· Researching issues via our internal knowledge base.  
· Creating and updating knowledge base articles.  
· Creating training material and coaching/mentoring new team members.  
· Maintaining a positive customer experience in every interaction.  
· Driving global escalations toward resolution and generating Root Cause Analysis reports  
· Dealing with customers in English within the allocated region (Primarily supporting…