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Job Description:
Job Overview
Broadcom Principal Support Engineers are responsible for providing omni-channel support for products and solutions and providing technical leadership and comprehensive technical guidance within GCS. They work on advanced complex technical projects or business issues requiring state of the art technical knowledge or industry, acting as recognized in-house experts on specific technologies and providing thought leadership to achieve company goals. 12+ years of related experience with a Bachelor's degree, 10+ years with a Master's degree, or 7+ years with a PhD.
Technical Experience
Possesses a specialized level of technical expertise and acts as a subject matter expert for multiple products/solutions
Knowledge of applications or technologies listed below at an administrator, support, developer level, and/or equivalent: Applications: Automic Automation, Automic Applications Manager, Automic Dollar Universe
Operating Systems: Microsoft Windows Server, Sun Solaris, Linux, HP-UX, AIX, z/OS platforms
Web Servers: Jetty, Apache Tomcat, Microsoft IIS, Sun One, Domino, or IHS
Application Servers: IBM WebSphere, BEA WebLogic, or JBOSS
Directory Servers: Sun One Directory Server, Microsoft Active Directory, CA Directory, or equivalent LDAP directories
Databases: PostgreSQL, Oracle, Microsoft SQL Server, Sybase, DB2
Software Development: Java, C/C++, Perl, SAML, SOAP, JSON, REST, XML, or HTML
Scripting: PowerShell, bash, SQL
Networking and protocols: TCP/IP, HTTP, DNS and SSL
Container or virtual environment tools: VMWare, GCP, Azure, AWS, Docker, or OpenShift (Cloud certification preferred - GCP, AWS, Azure, Oracle)
Key Responsibilities & Skills
Confident, articulate, and professional written and verbal skills through phone, email, and virtual meeting engagements
Exhibit strong customer facing skills while under pressure, with the ability to react, adapt, and respond professionally to complex and emotional situations
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors: Use logs, traces, dumps, debuggers, reviewing product code, scripts, or other software tools as a precursor to involvement by the Engineering team
Collaborates well with resources outside their own area of expertise to resolve customer reported problems
Champion organizational projects, programs, and/or business initiatives using demonstrated creativity and ingenuity to improve performance and customer experience
Demonstrate technical and execution leadership to drive overall team success
Coaches and mentors other team members
Provide technical leadership in Broadcom communities and Knowledge-Centered Service methodology and process
Act as a role model and lead knowledge management success across GCS, proactively contacting power users to answer community questions
Participate in customer technical events (i.e. site visits, user group meetings and webinars)
Develop and deliver training on industry trends, product/technology changes, product lifecycle, and future direction of supported products or product lines
Influence Product Management regarding product enhancements to improve the customer experience and supportability
Creation of lab environments to replicate customer issues
Adhere to case management best practices and look for new ways to improve the quality and integrity of case data/documentation
Flexibility to work various shifts and provide rotational pager support as required
Architect and implement AI-powered tools/bots to advance new support ideas, partnering with product teams on AI-driven self-service and telemetry requirements while mentoring others on building automated workflows
Educational Requirements
Bachelor’s Degree in CS, CIS, or MIS…