This position is responsible for the technical success of omni-channel support and technical guidance within the Global Support Organization for multiple products and underlying technologies
Job Summary
This position is responsible for the technical success of omni-channel support and technical guidance within the Global Support Organization for multiple products and underlying technologies.
Engineers are expected to deliver a superior customer experience by exhibiting core principles of empathy, expertise, value, and speed while leading and mentoring less-experienced team members.
The role involves proactive customer engagement, collaboration with cross-functional teams, and continual professional development including certifications.
Matching Summary
This position is responsible for the technical success of omni-channel support and technical guidance within the Global Support Organization for multiple products and underlying technologies.
Skills & Requirements
Must-have
Technical leadership and mentoring
Omni-channel customer support
Broadcom product expertise
Issue escalation management
Troubleshooting and problem solving
Knowledge-Centered Support (KCS) methodology
Nice-to-have
Customer engagement and education
Cross-functional team collaboration
Growth mindset and professional development
Community forum and blog establishment
Proactive issue prevention
Strong communication skills
Key Requirements
Bachelor's Degree in Computer Science or related discipline
7+ years technical support experience
Programming experience related to supported solutions
Advanced knowledge of CA/Broadcom products
Relevant certifications such as 200 level Broadcom product knowledge