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Job Description:
Broadcom Software Group provides IT management solutions that help customers manage and secure complex IT environments to support agile business services. It’s our aim to encourage global and diverse collaboration and innovation while supporting and developing our talented workforce. Broadcom empowers its employees to drive success for both the business and themselves.
The Opportunity
The Broadcom Clarity PPM team in Hyderabad, India supports the products which ensure data operations at the world’s largest banks, insurance companies, retailers and more. Clearly, this demands exceptional support from the best and brightest minds – which is where you come in.
Forbes has named Broadcom as one of the World’s Best Employers and Best Employers for Diversity in 2021 and there’s a reason for that. Our fun, diverse, and fast-paced corporate culture has put us on the map as one of the best employers in the industry. Here you’ll have the opportunity to partner with our impressive customer set, and enjoy an outstanding compensation package (including base, bonus, benefits, stock and more) – all while pushing the boundaries of what’s “possible” by collaborating with a diverse team of global innovators.
Who You Are
In an arena where ideas and original thought are highly prized – and initiative, innovation and technical excellence are lauded – you’ll need to be a self-motivated team player with a strong computer science background. You’ll also need to be dynamic in thought, adaptable in style, and brave enough to think outside of the box – all in the name of supporting the next-generation of world class IT solutions. To be part of our team – the brains behind supporting the world’s leading IT management software – you’ll need to be bold, decisive, and have a true desire to partner and collaborate with like-minded, creative colleagues, every single day.
Key Responsibilities & Skills
Broadcom Software Support Engineers are responsible for troubleshooting and resolving technical problems for Broadcom Enterprise Software customers for multiple solutions and underlying technologies using superior expertise in technical skills, guidance, mentorship and leadership.
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 community events)
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
Document reproduction steps for QA and Engineering where potential defects are identified
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
Soft skills:
Advanced customer service skills to include de-escalation or preventing the escalation of situations
The ability to work under pressure, via the phone or a remote session
Case management skills to include organization and time management
The ability to research and find answers throughout various knowledge repositories before relying solely upon others
Ability to work as a team player, both helping and receiving help from amongst the team(s)
Attention to detail and thoroughness in what you do
A drive to better both yourself and those around you through learning and experience
The ability to multitask, even when under pressure
The ability to write clear and concise communication (documents, emails, etc) at a business level
What You Need
Bachelor’s Degree in CS, CIS, or MIS required
Technical certifications preferred
5+ years experience in using, managing, and/or supporting enterprise applications
Enterprise Clarity PPM experience is required
Ability and familiarity with Linux & Windows based operating systems to include OS configuration, debugging, navigation, and administration
Web Server Knowledge: Apache, Apache Tomcat, Microsoft IIS, Sun One, Domino, IHS, or Wildfly
Application Server Knowledge: IBM WebSphere, BEA WebLogic or JBOSS
Virtualization Knowledge: Vmware, HyperV, VirtualBox or container technology like Kubernetes or Docker
Directory Server Integration Knowledge: Microsoft Active Directory, CA Directory, Sun One Directory Server, or equivalent LDAP directories
Ability to perform basic debug of the following database types and SQL: Oracle, Microsoft SQL Server, MySQL, PostgreSQL, vSQL (Vertica SQL)
Ability to understand basic scripting and code flow: BASH, Perl, Python, and Java
Software Development a PLUS
Ability to perform and analyze network packet captures
Setting up, debugging, testing, and evaluation of: TCP/IP, SNMP, SSH, HTTP, DNS, SSL, REST, HTTPS (keystores, certificates, certificate chains, etc), LDAP(S) and SAML
Ability to do a performance analysis
Together, we support the tools that run the business world. If you’re ready to do the best work of your life, come on over. We are too – and can’t wait to meet you.
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.