Automic Principal Support Engineer (ICB5)

Broadcom; Bellevue (WA); On-site; USD 111,000 - 177,000; Full time

Job summary

Broadcom is seeking Principal Support Engineers to provide omni-channel support and technical leadership within GCS. Candidates should bring extensive hands-on expertise across products, domains, and platforms, with strong communication and mentoring abilities.

You will influence product direction and deliver training while architecting AI-powered support tools. Role requires 12+ years with a Bachelor's, 10+ with a Master's, or 7+ with a PhD; advanced certifications are preferred.

Qualifications

• 12+ years of related experience with a Bachelor's degree, 10+ years with a Master's degree, or 7+ years with a PhD.
• Broadcom requires deep technical expertise across multiple products and solutions and a track record of leadership.

Responsibilities

• Provide technical leadership and guidance within GCS for complex projects.
• Operate as a subject matter expert across products/solutions and lead knowledge management.
• Coach and mentor team members and drive execution leadership to improve performance.
• Develop and deliver training on industry trends, product changes, and roadmaps.
• Architect and implement AI-powered tools and automated workflows with product teams.

Skills

Technical leadership

Customer-facing

Logs/diagnostics analysis

Mentoring

Training delivery

Education

Bachelor's degree in CS/CIS/MIS

Post-graduate degree preferred

Technical Certifications preferred

Tools

Automic Automation

Automic Applications Manager

Automic Dollar Universe

Windows Server

Linux/Unix variants

Web servers: Jetty/Tomcat/IIS

Application servers: WebSphere/WebLogic/JBOSS

LDAP/Active Directory

Databases: PostgreSQL/Oracle/SQL Server

Java, C/C++, Perl, SAML, REST, JSON, XML, HTML

Scripting: PowerShell, Bash, SQL

Networking: TCP/IP, HTTP, DNS, SSL

Container/Cloud: Docker, OpenShift, GCP, AWS, Azure

VMWare

Job description

Job Overview

Broadcom Principal Support Engineers are responsible for providing omni-channel support for products and solutions and providing technical leadership and comprehensive technical guidance within GCS. They work on advanced complex technical projects or business issues requiring state of the art technical knowledge or industry, acting as recognized in-house experts on specific technologies and providing thought leadership to achieve company goals. 12+ years of related experience with a Bachelor's degree, 10+ years with a Master's degree, or 7+ years with a PhD.

Job Description

Broadcom Principal Support Engineers are responsible for providing omni-channel support for products and solutions and providing technical leadership and comprehensive technical guidance within GCS. They work on advanced complex technical projects or business issues requiring state of the art technical knowledge or industry, acting as recognized in-house experts on specific technologies and providing thought leadership to achieve company goals. 12+ years of related experience with a Bachelor's degree, 10+ years with a Master's degree, or 7+ years with a PhD.

Technical Experience

• Possesses a specialized level of technical expertise and acts as a subject matter expert for multiple products/solutions
• Knowledge of applications or technologies listed below at an administrator, support, developer level, and/or equivalent:
  • Applications: Automic Automation, Automic Applications Manager, Automic Dollar Universe
  • Operating Systems: Microsoft Windows Server, Sun Solaris, Linux, HP-UX, AIX, z/OS platforms
  • Web Servers: Jetty, Apache Tomcat, Microsoft IIS, Sun One, Domino, or IHS
  • Application Servers: IBM WebSphere, BEA WebLogic, or JBOSS
  • Directory Servers: Sun One Directory Server, Microsoft Active Directory, CA Directory, or equivalent LDAP directories
  • Databases: PostgreSQL, Oracle, Microsoft SQL Server, Sybase, DB2
  • Software Development: Java, C/C++, Perl, SAML, SOAP, JSON, REST, XML, or HTML
  • Scripting: PowerShell, bash, SQL
  • Networking and protocols: TCP/IP, HTTP, DNS and SSL
  • Container or virtual environment tools: VMWare, GCP, Azure, AWS, Docker, or OpenShift (Cloud certification preferred - GCP, AWS, Azure, Oracle)

Key Responsibilities & Skills

• Confident, articulate, and professional written and verbal skills through phone, email, and virtual meeting 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 their 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
• Act as a role model and lead knowledge management success across GCS, proactively contacting power users to answer community questions
• Participate in customer technical events (i.e. site visits, user group meetings and webinars)
• Develop and deliver training on industry trends, product/technology changes, product lifecycle, and future direction of supported products or product lines
• Influence Product Management regarding product enhancements to improve the customer experience and supportability
• Creation of lab environments to replicate customer issues
• 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
• Architect and implement AI-powered tools/bots to advance new support ideas, partnering with product teams on AI-driven self-service and telemetry requirements while mentoring others on building automated workflows

Educational Requirements

• Bachelor’s Degree in CS, CIS, or MIS required; Post-graduate degree typically expected
• Technical certifications preferred: Linux, Ansible, Terraform, Kubernetes, Networking, Cloud certs

Compensation And Benefits

The annual base salary range for this position is USD 110,800.00 To USD 177,300.00

As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth. All subject to relevant plan documents and award agreements.

Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

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