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Job Description:

The Strategic Customer Support Engineer in Broadcom is a highly skilled and experienced customer focused technical professional that achieves excellent customer satisfaction and drives product adoption through fulfilling a varying range of roles, based on the company's business needs and each individual's strengths, abilities and preferences.

This job opening is dedicated for supporting products within the Symantec Information Security portfolio: https://www.broadcom.com/products/cyber-security/information-protection

If you are looking for making an impact, this role offers the opportunity of bringing huge value to some of the world's greatest organizations. You will be working with some of world's best cyber security technologies and teaming up with top professionals to deliver outcomes that make a difference.

The main roles of the job are providing Technical Support (reactive technical support, working with various customers) and Designated Support (account and relationship management, reactive and proactive technical support provided to specific customer accounts). Other activities include working with the product engineering teams, contributing to the support knowledge base, mentoring colleagues, partnering with global peers from within and outside the direct product portfolio.

On a regular day you will manage your backlog of cases, handle new cases raised by customers, assist on case escalations, schedule and attend calls with your designated accounts and other customers to progress cases, make use of lab resources to replicate and troubleshoot customer issues. You will collaborate closely with your colleagues and management team, partnering to meet or exceed the team's performance goals. You will be expected to occasionally cover, in an on-call model, weekends and public holidays. Adaptability and flexibility are key in keeping up with the ever changing business needs and evolving industry.

Key Responsibilities & Skills
  • Confident, articulate, and professional written and verbal skills through phone, email, and webex 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 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
  • Participate in customer technical events (i.e site visits, user group meetings and webinars
  • Understand the Product Lifecycle and future direction for the supported products or product line
  • Actively participate in scrum teams: including documentation and requirements review, feedback on sprint demonstrations, test and validate demo environments, and identifying supportability requirements
  • 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
  • 4 years experience in using, managing, and/or supporting Data Loss Prevention
  • Knowledge of applications or technologies listed below at an administrator, support, developer level, and/or equivalent:
  • Endpoint and Endpoint Management
  • Database Management (Oracle knowledge preferred)
  • Software running on various Windows/MacOS
  • Networking
  • Experience with large scale networks including Microsoft Exchange and Active Directory
  • Server Administration
  • Wireshark or comparable packet analysis tool

Educational Requirements
  • Bachelor's Degree in CS, CIS, or MIS required, or equivalent experience
  • Technical certifications preferred

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 USA, please be sure to fill out a home address as this will be used for future correspondence.


Broadcom Inc. is a global infrastructure technology leader built on 50 years of innovation, collaboration and engineering excellence. With roots based in the rich technical heritage of AT&T/Bell Labs, Lucent and Hewlett-Packard/Agilent, Broadcom focuses on technologies that connect our world. Through the combination of industry leaders Broadcom, LSI, Broadcom Corporation, Brocade, CA Technologies and Symantec, the company has the size, scope and engineering talent to lead the industry into the future.

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