Technical Support Engineer - Level 3

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Job Description:

Why will you enjoy this new opportunity?

Are you passionate about learning new technology and solving complex problems for customers? Do you like to work as part of a team? Do you like to learn from others? Do you like to share your knowledge? If the answer to these questions is yes, then VMware by Broadcom has a Technical Support role for you. You will be working on the latest and top of the line technology to become an expert in the IT industry. We take great pride in helping our engineers to develop themselves and become experts in their chosen fields.

What are the performance outcomes over the first 6-12 months you will work toward completing?

As a Level 3 Technical Support Engineer, you will be learning VMware by Broadcom VCF technology to help our customers troubleshoot, understand, and overcome challenges in their complex environments.

First step in this role will be to upskill on our support processes and products and to understand how we work as part of a global team.
Once achieved, you will begin to troubleshoot customer issues with the support of tenured engineers through the knowledge you have gained.
You will engage regularly with VMware by Broadcom engineering team(s) to bring value to customers, and to resolve politically and technically escalated issues.
As your skill set grows, you may choose to work on additional product lines and progress your skillset on more technologies or seek to become expert in a wide variety of products and or technology related to our product portfolio.
Throughout this time, and your career at VMware by Broadcom, you will continue to develop through training, learning tools, research time and training days.
As you approach the 12-month period of your tenure, opportunities may emerge whereby you can begin to share your knowledge and experience with newer members of your team.

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

As a Level 3 Technical Support Engineer in VCF Division, you will be responsible for resolving customer technical issues. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.

To be successful in this role, you will:

Have 5+ years of industry experience in the Virtualization domain.
Learn new communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management.
Resolve customer queries while providing world class support to our customers.
Troubleshoot, research, and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role.
Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.
Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved.
Work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.

What is the leadership like for this role? What is the structure and culture of the team like?

The selected candidate will be reporting to one of the Technical Support Managers. Managers have a considerable amount of experience in managing enterprise support and leading the team to success through the company’s values. Leadership is deeply invested in the teams’ careers development and has a successful track record of ensuring the team is successful as a unit and ensuring the individual team members progress in their careers.
Leadership practices high ethical management and provides good work environment while being employee friendly
The core team comprises engineers at different levels (L1, L2 and L3) supporting VCF suite of products. The team is part of the 24x7 support structure and demonstrates work flexibility to ensure we meet customers contractual requirement

Where is this role located?

Ireland - Cork Office - This is a Cork office based role working Monday-Friday 8:30-5pm GMT with planned weekend work on a rotation basis.
Remote is a potential option based on a role with a shift pattern 1pm to 9.30pm GMT. On call is required and is on a rotational basis. This is a specific EU government sector role that requires EU Citizenship

VMware by Broadcom is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware by Broadcom is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware by Broadcom are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware by Broadcom will not tolerate discrimination or harassment based on any of these characteristics. VMware by Broadcom encourages applicants of all ages. VMware by Broadcom will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, 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.

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