Technical Support Engineer

VMware by Broadcom is the leader in virtualization and cloud infrastructure solutions that enable our customers to thrive in the Cloud Era. We are pioneers in virtualization and policy-driven automation technologies, simplifying IT complexity across the data center to the virtual workplace, empowering customers with solutions in the software-defined data center to hybrid cloud computing and the mobile workspace.

Our team of 20,000+ people in 50+ locations worldwide is committed to building a community where phenomenal people want to work long-term by living our values of passion, innovation, execution, collaboration, active learning, and giving back. If you are ready to accelerate, innovate, and lead, join us as we challenge constraints and tackle tomorrow’s problems today. Are you ready to join this fast-growing team?

Job Description: Application Networking Security Business Unit

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• Resolve customer issues including regulated EU customers via telephone, email, or Zoom sessions
  
• Reproduce issues in-house and respond promptly
  
• Regular follow-ups with customers with recommendations, updates, and action plans
  
• Escalate issues promptly according to standard operating procedures
  
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide effective solutions
  
• Create new knowledgebase articles to capture new learning for reuse across 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 collaborate with other technical support engineers on cases to develop expertise
  
• Collaborate with engineering and development teams to resolve complex technical challenges
  
• Act as the primary point of contact for assigned federal accounts, ensuring customer satisfaction and fostering long-term relationships
  
• Ability to handle high-pressure situations and manage customer escalations effectively
  

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• EU citizenship is mandatory for this role
  
• Legal authorization to work in the EU and eligibility to handle sovereign, public-sector, and regulated EU customer accounts
  
• Fluent written and verbal English
  
• Strong interpersonal communication and customer service skills for working with customers in high-stress or ambiguous situations
  
• Strong aptitude for learning new technologies and applying them in a customer-facing environment
  
• Logical problem-solving approach and strong troubleshooting experience
  
• Willingness to work weekends or holidays to ensure coverage (may change based on business needs)
  
• Strong knowledge in core networking, virtualization, and Kubernetes
  
• Knowledge of L3 and L2 protocols (TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, VLAN concepts, VLAN tagging) xcfaprz
  
• Ability to troubleshoot networking issues at the L2-L7 layer
  
• NSX and firewall knowledge is a plus
  
• Hands-on experience with Kubernetes and strong security fundamentals across networking and platform layers
  

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• Bachelor’s degree in computer science/engineering and 8+ years related experience (6+ years in enterprise technical support) or Master’s degree in Computer Science/Engineering and 6+ years in enterprise technical support
  

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. We will also consider qualified applicants with arrest and conviction records consistent with local law.

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