Address
Form of workPlease Note:
1. If you are a first time user, please create your candidate login account before you apply for a job.
2. If you already have a Candidate Account, please Sign-In before you apply.
Job Description:
The Technical Support Engineer in Broadcom is a highly skilled and experienced customer focused technical professional that achieves excellent customer satisfaction and drives product adoption by fulfilling a varying range of roles, based on the company’s business needs and everyone’s strengths, abilities, and preferences.
This job opening is dedicated to supporting products within the Identity Security portfolio – https://www.broadcom.com/products/cyber-security/identity. The role is based out of Broadcom’s Warsaw, Poland office.
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 the 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, building, and delivering training, collaborating with global peers from within and outside the direct product portfolio to support complex customer implementations, participating in projects and collaborating with the sales and account teams.
On a regular day, you will manage your backlog of cases, handle new cases raised by customers, assist with case escalations, schedule, and attend calls with your designated accounts and other customers to progress cases and make use of lab resources to replicate and troubleshoot customer issues. You will collaborate closely with your colleagues and management team, collaborating 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 keys in keeping up with the ever-changing business needs and evolving industry.
Expectations and Responsibilities
Own your work and the complete customer experience and drive successful outcomes.
Collaborate with regional and global peers, share knowledge and be a team player.
Demonstrate accountability and a sense of urgency based on customer needs.
Exhibit awareness, initiative, consistency, and proactivity
Responsiveness and availability during working hours
Continually develop your product skill and knowledge
Contribute to customer retention, renewal, and adoption.
Fulfill the role of trusted advisor to the company’s customers.
Participation in ensuring regional weekend and holiday coverage.
Constantly seek to improve and refine your customer service skills.
Frequent, empathetic, and qualitative communication with all stakeholders (internal and external)
Troubleshoot a wide array of technical issues within complex customer environments; apply broad concepts and theories to achieve innovative and effective solutions to complex problems.
Determine methods and procedures on new assignments; determine your own priorities, both tactical and strategic; consult with management on long-range goals.
Provide a leadership role for the work group through knowledge in your area of specialization and determine work priorities based on general direction from managers.
Drive to achieve the timely resolution of cases.
Follow case management best practices and effectively apply processes.
Effectively fulfill the associated tasks and attributions of your assigned role/s
Contribute to the creation and sharing of knowledge (KCS)
Participate in regional and global projects
Experience and Qualifications
Bachelor’s and 8+ years of related experience preferred; at this level post-graduate coursework may be desirable or master’s degree and 6+ years of related experience or PhD and 3+ years of related experience.
competence in Cyber Security and Identity & Access Management and experience in and experienced in role-based access control protocols is a definite plus.
Prior experience working with enterprise-grade identity & access management products, such as Privileged Access Management, SiteMinder, Symantec VIP, Advanced Authentication, IGA, CA Privileged Identity Manager (formerly CA ControlMinder) and CA Directory are a plus.
Experience in solutions utilizing federated technologies such as SAML2, OAuth2, OpenID Connect and LDAP.
Excellent working knowledge of current security standards and protocols
Knowledge and experience in technical support and customer relationship management
Knowledge of applications or technologies listed below at an administrator, support, developer level, and/or equivalent is preferred:
Operating Systems: Microsoft Windows Server, Sun Solaris, Linux, HP-UX, AIX, z/OS platforms
Web Servers: Apache, 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: Oracle or Microsoft SQL Server
Networking and protocols: TCP/IP, HTTP, DNS or SSL
Ethernet, TCP/IP stack, NAT, HTTP, FTP, SSH, Firewalls, QoS, Domain Name System, Network Topologies, PKI, TLS/SSL
Authentication protocols: RADIUS, LDAP, NTLM, Kerberos
Troubleshooting tools: Wireshark, tcpdump, browser developer tools
Working knowledge in any of the following technologies is a plus: Fiddler, browser debugging tools, Cisco IOS, load balancing technologies, Memory Dump Analysis, Active Directory, Linux OS, Windows OS (Client & Server), Endpoint Protection, Intrusion Detection/ Intrusion Prevention, Process Monitor/Process Explorer, Mac OS, SQL, Hybrid Network environments, IIS, Apache, scripting.
Cyber Security knowledge. Recognized Cyber Security and Networking certifications are a plus: Security+, CySA+, CASP+, SSCP, CCSP, CISSP, CCNA, CCNP, CCIE and other related certifications.
Desired: Software Development: Java, C/C++, Perl, SAML, SOAP, XML or HTML
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.
