L2 Technical Support Engineer

TD SYNNEX - Shyft Services is a leading global technology distributor supporting enterprise customers and channel partners worldwide. We partner closely with OEMs such as Broadcom to deliver mission-critical cybersecurity, infrastructure, and support services. Our teams operate at the intersection of security, availability, and customer success.

An L2 Technical Support Engineer is responsible for providing advanced technical support for Symantec and Broadcom Endpoint Security products, delivering 24x7 reactive and proactive support for enterprise customer environments.

This role supports complex security deployments, integrates with customer infrastructure, and resolves high-impact incidents to restore and maintain secure system operations.

The L2 technician will act as a trusted advisor, collaborating with customers, onsite technicians, Broadcom engineering, and internal teams to diagnose complex issues, drive resolution, and improve overall security posture.

The role requires deep endpoint security expertise, strong troubleshooting skills, and disciplined incident management aligned with ITIL best practices.

This role supports the Symantec Endpoint Security (SES) and Broadcom Security portfolio, including but not limited to:

• Symantec Endpoint Security Complete / Enterprise
• Symantec Endpoint Protection (SEP)
• Symantec Endpoint Detection and Response (EDR)
• Symantec Endpoint Security Cloud (SES Cloud)
• Symantec Management Platform (SEPM)
• Integration with Active Directory, SIEM, and enterprise security tooling

Product information:

• Provide professional, courteous technical support to internal and external customers via phone, email, and virtual collaboration tools.
• Deliver reactive and proactive technical support across OEM hardware, infrastructure, and security platforms.
• Diagnose and resolve complex technical issues using logs, traces, dumps, debuggers, scripts, and lab environments.
• Manage incidents, problems, and changes in strict accordance with ITIL-aligned ticket management procedures.
• Maintain accurate, complete, and timely case documentation within the ticketing system.
• Meet or exceed contractual SLAs through efficient troubleshooting and resolution.
• Develop technical service plans to support onsite hardware repairs and replacements.
• Remotely guide and support onsite technicians to ensure correct repair procedures and OEM compliance.
• Validate system functionality post-repair and confirm restoration of service availability.
• Serve as a designated technical contact for assigned customer accounts.
• Participate in scheduled customer calls to review incidents, progress cases, and provide proactive guidance.
• Identify trends, risks, and opportunities to improve customer environments and service outcomes.
• Collaborate with engineering, product, sales, and account teams to resolve escalations and improve product supportability.
• Contribute to internal and customer-facing knowledge bases using Knowledge-Centered Service (KCS) practices.
• Participate in scrum and agile activities, including feature reviews, lab testing, and validation.
• Mentor and coach L1 engineers on Symantec/Broadcom troubleshooting methods, and process adherence.
• Build and deliver technical training sessions as required.
• Maintain OEM certifications and stay current on supported technologies.
• Participate in on-call rotations, including weekends and public holidays, as required.
• Demonstrate flexibility and adaptability in response to evolving business and customer needs.
• Demonstrated Root Cause and Corrective Action (RCCA) analysis and customer reporting
• Represent TD Synnex-Shyft Services professionally in customer-facing technical events, user groups, and webinars.

• 5+ years of hands‑on experience supporting Symantec/Broadcom or equivalent technologies.
• Bachelor’s degree in computer science, Cybersecurity, IT, or equivalent experience.
• ITIL Foundation certification preferred.
• Broadcom / Symantec certifications strongly preferred.
• Additional certifications a plus:
  • Security+ / CISSP
  • CCNA / CCNP
  • Endpoint or EDR platform certifications

• Endpoint and Endpoint…