Technical Support Engineer
Location: San Jose
Posted on: September 16, 2021
This individual contributor reports within the Strategic
Customer Success organization. This person works directly with the
Network Information Security (NIS) core customers, and partners
with other Support personnel, customer account teams, and product
engineering to provide world-class support for NIS products. This
person may be assigned as a Designated Support Engineer (DSE) for
specific customers. This person provides support services and
incident management via email, web and telephone in accordance with
established internal and customer facing SLO commitments.
Responsibilities include setting & managing customer expectations,
timely communication, identification of root-cause, performance &
process improvement, troubleshooting, trending and resolving
support cases. This position may include working closely with the
sustaining and development engineering teams, QA, and release
teams. This engineer will identify and reproduce issues, recommend
improvements to the product, and may assist with beta testing of
Diagnose and solve complex software, hardware and networking
Provide direct support to internal and external customers via
email, web and telephone in a fast-paced support environment,
including occasional on-call work outside of normal business hours.
Contributes to meeting the team service level objectives.
Utilize case management tools to clearly document all customer
interactions, technical action plans, status updates and
Set and manage realistic customer expectations.
Take complete ownership of reported issues and own/manage them
through to their completion. Perform root-cause analysis and drive
performance & process improvements.
Coordinate problem resolution across multiple departments and
disciplines; proactively work with internal engineering teams to
communicate and resolve technical problems.
Develop an in-depth knowledge of the products, functions and
diagnostic capabilities. Learn from training and self-study to
acquire, maintain and improve job skills.
Use knowledge management tools to research, document and share
problems and their resolutions, including knowledge base articles,
product forums, chat rooms or other preferred methods for knowledge
Work as a team member with other Technical Support Engineers and
support personnel both in and outside the TSE team to enable
customer success. Provide mentoring to help others with case
investigations, problem solving and knowledge enhancement.
Develop and deliver supplemental product training to other
Technical Support Engineers.
Provide feedback to engineering on product performance, stability,
quality and supportability at all stages of the product life
Occasional travel to customer sites to diagnose and resolve
Knowledge of streaming protocols, instant messaging, and SOCKs
Knowledge of PKI, Certificate Management Systems, OpenSSL and
Experience in embedded operating systems, Linux/UNIX based
operating systems and Windows
8+ years senior level technical support experience in
networking/security/proxy products problem resolution at the packet
and protocol level
Ability to use network analysis tools such as Wireshark, TCPdump,
Excellent networking troubleshooting skills
Expert knowledge of TCP/IP, HTTP and SSL at the packet/protocol
Strong knowledge of protocols including but not limited to: FTP,
DNS, SMTP, ICAP, CIFS, MAPI, authentication protocols (LDAP,
RADIUS, NTLM, Kerberos)
Excellent verbal and written communication skills
Keywords: Broadcom, San Jose , Technical Support Engineer, Other , San Jose, California
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