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If you're looking to energize your career, now is a great time to join Broadcom. As a leading provider of data centre networking solutions, BSN helps organizations around the globe achieve their most critical business objectives.
The Technical Support Engineer is a direct resource to answer client technical inquiries (phone and email), and must have the ability to effectively communicate to both clients and internal personnel while working under pressure
The Technical Support Engineer documents client calls in the service request database; provide troubleshooting skills; lab replication and research for more difficult problems; ensure client expectations are properly managed, and that technical issues and needs are resolved to the client's satisfaction in a timely manner.
The Technical Support Engineer is required to duplicate reported problems in lab and escalate identified problems to the Sustaining Engineering team for further resolution investigation and resolution.
The Technical Support Engineer is required to confirm that software fixes received from Sustaining Engineering to be tested in his lab for problem fix confirmation prior to issue a software patch.
The Technical Support Engineer will be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.
Provide technical expertise in resolving SAN product issues
Provide support to direct customers, resellers, OEM and field personnel in resolving company product related issues
Work in the support lab for problem replication on a daily basis
Document sequence of events related to resolving customer technical issues. Analyse data traces from protocol analysers
This position is for a L2 TAC SAN engineer who has general expertise in Fibre channel networking concepts and technologies.
We will also require knowledge and skill in Rest API’s, python and scripting to ensure we have the proper skill sets for the newer FOS versions, SANnav, and future products.
Candidate must speak Mandarin in addition to English language as they will be required to support customers located in China.
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.