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Lead Technical Support Engineer

2 months ago

Chicago, Illinois, United States Broadcom Corporation Full time
Important Information:

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Position Overview:

This role is dedicated to delivering technical assistance for IDMS mainframe systems. The responsibilities encompass addressing intricate inquiries and challenges related to product offerings, ensuring that our clients meet their business objectives. Engineers are expected to provide an exceptional customer experience by demonstrating our core values of empathy, expertise, value, and efficiency.

Core Responsibilities:
  • Support Broadcom's mission, customer commitment, and strategic initiatives; readily embraces and endorses change. Engage in projects aimed at enhancing business operations, products, and customer experience.
  • Adapt to changes in supported products, environments (e.g., SaaS), and technologies. May assist peers in adjusting to product or technology transitions. May serve as a Designated Support Engineer for specific products or clients.
  • Continuously enhance knowledge of Broadcom Support best practices, procedures, and systems.
  • Facilitate brainstorming sessions to drive business improvements through active listening, collaboration, and facilitation skills.
  • Identify team training requirements proactively; collaborate with colleagues to deliver relevant training addressing individual or team needs.
  • Manage and prioritize workload across various channels, effectively utilizing time to achieve both organizational and personal objectives. Mentor others in workload management by sharing expertise.
  • Independently acquire and expand knowledge of products, technologies, and interpersonal skills. Serve as a subject matter expert for specific product components.
  • Actively engage in Broadcom communities to foster self-service and promote customer-to-customer collaboration. Review information and respond to inquiries on product communities.
  • Share insights with fellow engineers and clients by adhering to KCS methodology and processes. Facilitate customer self-service success using KCS methodology through the reuse, creation, review, updating, publishing, and retiring of knowledge. Assist and mentor colleagues in developing knowledge content.
  • Utilize experience and research existing knowledge resources to evaluate customer environments and historical usage of Broadcom products, preparing for customer interactions, assessing business impact, and instilling immediate customer confidence.
  • Develop relationships with key internal stakeholders (e.g., SaaS Operations, Sustaining Engineering) to establish strategic partnerships that aid customers in achieving their business goals.
  • Employ problem-solving skills to swiftly resolve customer cases to their satisfaction and provide guidance to prevent future issues by proactively sharing information and expertise regarding recent updates and knowledge documents with clients.
  • Utilize advanced technologies (e.g., telemetry) to enhance understanding of customer environments.
  • Apply advanced technical knowledge and troubleshooting techniques to assess complex issues, analyze logs for root cause determination, and advise clients on solutions. Analyze diverse customer environmental data to troubleshoot and replicate issues on test systems. Share configuration best practices with clients.
  • Exhibit teamwork and leadership by providing technical support to team members for aged or escalated issues. Offer coaching and mentoring to less-experienced colleagues.
  • Collaborate with Support Delivery Management and Engineering Teams to highlight customer business impacts and influence the prioritization of defects or issues for resolution.
  • Understand the Product Lifecycle and future directions for supported products or product lines. Participate in scrum teams, including documentation and requirements reviews, providing feedback on end-of-scrum demonstrations, testing demo environments, and supporting requirements.
  • Create lab environments to replicate customer issues.
  • Enhance product quality by identifying and documenting prevalent customer issues that require assessment by Business Insight Analysts.
  • Adhere to best practices for case hygiene and seek new methods to improve the quality and integrity of case data and documentation.
  • Proactively identify barriers preventing customers from adopting or effectively utilizing products or solutions, leveraging cross-functional teams and proactive support playbooks to enhance customer satisfaction and adoption levels.
  • Foster a growth mindset with a continual focus on professional development opportunities, including product and industry certifications.
Typical Role Definition:

Professional Staff. A senior-level professional role requiring evaluation, originality, or ingenuity. Mastery of key responsibilities is expected. Assignments may be broad in nature. May serve as a resource for others in resolving complex problems and issues. General instructions are provided. May take on project lead responsibilities as needed. On-call rotation after hours and weekends may be required.

Job-Specific Authority and Scope:
  • Generally operates independently without consulting their manager.
  • Daily independent decision-making is expected.
  • Examples of typical decisions made without manager consultation include:
    • Determining priorities while engaging with customers.
    • Formulating workarounds to meet customer business objectives.
    • Mentoring junior team members.
  • Typically has no direct reports.
  • Typically has no total staff.
  • Typically has a global geographic focus.
  • Typically does not manage a budget.
Business Travel and Physical Demands:

Business travel of approximately 10% or less annually is anticipated for this position.

Physical demands:
  • Office environment. No special physical demands required.
Preferred Education:

Bachelor's Degree or global equivalent in Computer Science or a related field.

Work Experience:

Typically, 2 or more years of relevant professional experience.

The candidate must be proficient with the Broadcom product or solution they will be supporting. In the case of a new hire or product reassignment, the Senior Support Engineer is expected to leverage their prior experience (Broadcom products or external experience) to expedite their proficiency to the level of a Senior Support Engineer.

Skills & Competencies:
  • Demonstrated customer service skills.
  • Strong communication abilities; written, verbal, and social media.
  • Exhibit technical and team leadership capabilities.
Certifications:
  • Preferred, relevant certifications such as 100 level (or equivalent) knowledge of a Broadcom product.
  • Preferred, product line relevant or relevant third-party certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.)
Compensation and Benefits:

The annual base salary range for this position is competitive.

This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.

Broadcom offers a comprehensive benefits package, including medical, dental, and vision plans, 401(K) participation with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. The company adheres to all applicable laws for Paid Family Leave and other leaves of absence.

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.

If you are located outside the USA, please ensure to provide a home address as this will be used for future correspondence.