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Broadcom Inc., Kharadi

Job notifiaction of Broadcom Inc., Kharadi for Designated Support Engineer ( Technical Account Manager )


Designated Support Engineers ( Technical Account Manager )
CSS
6 - 7 Years
Pune
Graduation / Post Graduation
06/01/2020

About Broadcom:


Broadcom Inc. is a global infrastructure technology leader built on 50 years of innovation, collaboration and engineering excellence.

With roots based in the rich technical heritage of AT&T/Bell Labs, Lucent and Hewlett-Packard/Agilent, Broadcom focuses on technologies that connect our world. Through the combination of industry leaders Broadcom, LSI, Broadcom Corporation, Brocade, CA Technologies and Symantec, the company has the size, scope and engineering talent to lead the industry into the future..

Broadcom is focused on technology leadership and category-leading semiconductor and infrastructure software solutions. The company is a global leader in numerous product segments serving the world?s most successful companies.

Broadcom Inc. combines global scale, engineering depth, broad product portfolio diversity, superior execution and operational focus to deliver category-leading semiconductor and infrastructure software solutions so its customers can build and grow successful businesses in a constantly changing environment.
About Role - Designated Support Engineer (formally known as Technical Account Manager (TAM)

The designated support engineer is a solutions expert who serves as a trusted advisor proactively helping their assigned higher end Premium customers to maximize their investment in Symantec. They drive adoption and consumption of Symantec solutions, assisting customers to realize optimal security posture and respond rapidly when issues arise.

Responsibilities: 

  • Designated product specialist who serves as a point of contact to assist Premium customers with its technical support experience
  • Provide technical support to help Premium customers mainly from the
  • India/ASEAN regions

  • Own the complete customer experience for assigned accounts by building strong relationships with customer
  • Resolve technical support cases related to product issues
  • Assist Premium customers to drive feature adoption and maximize the use of its Eligible Products
  • Partner with customer to create success goals and help for support renewals, drive upsell & cross sell opportunities
  • Periodic customer business reviews with including support case reports, configuration review updates, customer success goals.
  • Provide clear and constructive product feedback to Product Management based on customer requirements
  • Alert and advise customers around critical vulnerabilities and software updates proactively
  • Effectively communicates procedural and technical issues to internal and external
  • customers/stakeholders

  • Collaborations with Customer Success Managers, Sales, Product SMEs for effective representation of customer needs 
  • Participates and possibly leads conference calls with customers and 3rd party Teams/Vendors
  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
  • Adaptability and flexibility in working hours to meet urgent needs of customers. Be available after hours, weekends for customer critical situations on occasion.
  • Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
  • Engage in on-going training, knowledge transfers, team development, along with self-learnings
  • Some travel may be required to assigned customer locations

Skills & Qualifications: 

  • Graduates / Post Graduates with 6+ years of experience in troubleshooting applications and platforms in Enterprise Security environments
  • Demonstrated knowledge on Technical support, customer relationship management and business development
  • Industry certifications like Microsoft(MCSE), Cisco(CCNA), CompTIA Security is desired
  • Priory experience in Enterprise security products like Email Gateway Security, Email.Cloud,  
  •  Endpoint Security is desired   

  • Ability to multitask, prioritizes, and works well under pressure
  • Team Player: Ability to work and collaborate in a Team environment
  • Must have effective presentation, stakeholder management, communication skills
  • EssentialHands on experience across the following core technologies:
  • Strong knowledge Active Directory, Domain Name System, DHCP, IIS and Apache
  • Expertise in TCP/IP, Routing, Network Topologies, Security and L2 Network Troubleshooting
  • Good understanding of Microsoft Exchange, SMTP, Office 365 (Exchange Online), Postfix, any relevant email servers
  • Operating Systems - Microsoft Windows
  • Working knowledge in one or more of the following technologies:
  • Security fundamentals
  • Virtualization: Hyper-V / VMware
  • Firewalls, Proxy, Intrusion Detection/Intrusion Prevention 
  • Basic understanding of PKI, Wireshark, Netmon
  • Operating Systems ? Linux 
  • Knowledge of cloud or hybrid environments


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