Technical Support Engineer Moen
V Parku 2343/24, Praha 4, 11, CZE
před 6 dny

Job Description : Key Responsibilities :

Key Responsibilities :

  • Promote Broadcom mission, customer promise, and strategy; willingly adapts to and supports change.
  • Willingly accepts and adapts to change in product(s) being supported, infrastructure / technology and such.
  • Continually expand knowledge of Broadcom Support best practices, procedures and systems.
  • Actively participate and contribute to brainstorming / swarm sessions and internal projects to improve our business.
  • Promotes Communities to customers and answers Communities questions.
  • Captures, reuses, creates and publishes knowledge.
  • Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals.
  • Independently learn and expand product, technology and soft skills. Expand knowledge across multiple product releases.
  • Actively participate in Broadcom communities to promote self-service and to promote customer-to-customer collaboration.
  • Review information and answer questions on product Communities.

  • Enable customer self-service success using KCS methodology by reusing, creating, updating and publishing knowledge.
  • Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of Broadcom products to proactively prepare for customer engagements and assess business impact.
  • Establish relationships with customers to develop strategic partnerships and to help them achieve their business outcomes.
  • Use problem solving skills to quickly resolve customer's cases to their satisfaction and provide assistance to prevent future issues by proactively sharing information / expertise regarding recent hotfixes and knowledge documents with the customer.
  • Independently apply acquired product / technical knowledge, support process and troubleshooting methodology to assess / recreate complex problems, analyze logs to determine root causes, and advice and set expectations with customers.
  • Escalate high impact or aged customer issues to the appropriate subject matter expert or manager according to product line procedures.
  • Create lab environments to replicate customer issues.
  • Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data / documentation.
  • Proactively contact customers to discuss product adoption and leverage cross-functional teams and proactive support playbooks to increase customer product adoption levels.
  • Cultivate a growth mindset. Investigate professional development opportunities.
  • Typical Role Definition :

  • Professional Staff. An intermediate level professional role.
  • Some evaluation, originality or ingenuity required to perform tasks. Knows and applies the fundamental concepts, practices, and procedures of a particular field.
  • May be required to be on-call rotation afterhours and weekends.

    Job-Specific Authority and Scope :

  • Generally, works without consulting their manager.
  • Independent decisions are made daily.
  • Examples of typical decisions without manager consultation :
  • Work with the customer and Broadcom resources to meet customer objectives.
  • Determine priorities of customer issues.
  • Recommend solutions to customers.
  • Typically has no direct reports.
  • Typically has no total staff.
  • Typically has a global geographic focus.
  • Typically does not manage a budget.
  • Business Travel and Physical Demands :

  • Business travel of approximately 10 or less percent yearly is expected for this position.
  • Physical demands :

  • Office environment. No special physical demands required.
  • Preferred Education :

  • Bachelor's Degree or global equivalent in Computer Science or related discipline.
  • Work Experience :

  • Typically, 2 or more years of related professional experience.
  • The candidate must be proficient with the Broadcom product or solution that they will be supporting.
  • In the case of a new hire or product reassignment, the Support Engineer will be expected to make use of their previous experience (Broadcom products or external experience) to establish Support Engineer level proficiency.
  • Skills & Competencies

  • Proficient customer service skills.
  • Excellent communication skills; written, verbal and social media. Knowledge of multiple languages is a plus.
  • Ability to perform troubleshooting and apply analytical skills in complex environments.
  • Mainframe operations or systems programming experience.
  • z / OS operating system software diagnostic and troubleshooting skills, GTF Traces, IPCS.
  • UNIX, Linux, Java, JavaScript (and derivates)
  • Programming experience, Assembler Language, C, REXX a plus
  • Knowledge of DB2, CICS, Websphere, IMS, MQ, and VM, are a plus
  • Experience with CA products
  • Possess good teamwork skills
  • An ability to handle and resolve high pressure situation
  • Certifications

  • Preferred, Appropriate certifications such as 100 level (or equivalent) knowledge of a Broadcom product.
  • Preferred, Product line relevant or relevant 3rd party certifications (Oracle, MCSE, DB2, UNIX, SMP / E, CNE, etc.)
  • If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.

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