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Support Engineer
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Requisition ID 9983 - Posted 11/18/2025
Support engineers should have 2+ years of experience.
Responsibilities
Skills/Requisites
Based on the skills required we will need engineer with storage virtualization and VMware skills, along with good analytical and communication skills.
Responsibilities
- Provide customer support by resolving platform inquiries, L1
- technical issues, and configuration challenges related CloudPhysics platform and its interaction with Broadcom environments.
- Diagnose, troubleshoot, and document cases for escalation to the Development Team via Jira tickets.
- Maintain and update Knowledge Base, System Taxonomy, Hardware Compatibility List, and End-of-Life Databases using Broadcom’s latest updates. (Even if something has been automated, they can be the owners)
- Track and report support metrics to ensure SLA compliance and continuous process improvement.
- WalkMe in-app support maintenance.
- Website Static Pages and Security/FAQ documents maintenance. (We have outdated documents that require changes or even to recreate the document to add the changes)
- Maintain and improved support AI knowledge tool. (when it is available)
Skills/Requisites
- Basic to intermediate technical knowledge to assist customers effectively.
- Understanding of virtualization concepts and VMware environments.
- Experience with OVA/OVF installation.
- Ability to utilize and improve existing answers from our knowledge base database.
- Willingness to learn Salesforce (SFDC) for ticket management as we transition from email-based support to SFDC.
- Ability to learn how to use and troubleshoot an application that consist of an observer application that collects data and web application that provide analytics.
- Knowledge of WalkMe is a plus in order to update in-app support pages.
Based on the skills required we will need engineer with storage virtualization and VMware skills, along with good analytical and communication skills.
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